Senior Customer Service Consultant (Contract)

BoF Careers; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Ein dynamisches Unternehmen sucht einen Senior Customer Service Consultant, um die Kundenservice-Funktion zu verbessern. In dieser strategischen Rolle sind Sie verantwortlich für die Gestaltung und Implementierung von Best Practices, die Optimierung bestehender Prozesse und die Auswahl geeigneter Tools, um eine skalierbare und effiziente Kundenservice-Operation zu schaffen. Sie arbeiten eng mit verschiedenen Teams zusammen, um kontinuierliche Verbesserungen zu fördern und außergewöhnliche Kundenerlebnisse zu schaffen. Wenn Sie eine Leidenschaft für nachhaltige Mode haben und in einem schnelllebigen Umfeld gedeihen, ist dies die perfekte Gelegenheit für Sie.

Benefits

Möglichkeit zur Gestaltung einer Schlüsselrolle

Unterstützendes Teamumfeld

Qualifications

• Umfassende Erfahrung im Kundenservice, insbesondere im Ecommerce-Bereich.
• Erfolgreiche Implementierung von Kundenservice-Prozessen und -Tools.

Responsibilities

• Leitung der täglichen Kundeninteraktionen und Eskalationen.
• Entwicklung und Optimierung von Kundenservice-Best-Practices.

Skills

Kundenservice-Management

Ecommerce-Erfahrung

Kommunikationsfähigkeiten

Analytisches Denken

Proaktive Herangehensweise

Erfahrung mit Zendesk

Tools

Zendesk

Gorgias

Freshdesk

Job description

Role Overview

We are seeking a Senior Customer Service Consultant (Contract) to elevate our customer service function. This is a hands-on and strategic role, suited to someone with extensive customer experience expertise in the ecommerce and/or fashion space.

You will own day-to-day customer interactions while also developing and implementing best-in-class processes, tools and training to create a scalable, efficient and brand-aligned customer service operation.

This role is ideal for someone who thrives in a fast-paced, entrepreneurial environment and is passionate about creating exceptional and values-led customer experiences.

Key Responsibilities

• Act as a senior point of contact for escalations, troubleshooting and difficult conversations.

• Design and implement customer service best practices, including knowledge base creation, macros, reporting and SLAs.

• Review and optimise existing processes to ensure efficiency and consistency across the team.

• Select and/or optimise customer service tools and platforms to support scale.

• Collaborate cross-functionally with Operations, Warehouse, Product and Marketing teams to resolve issues and drive continuous improvement.

• Train and mentor junior team members or external customer service providers (if applicable).

• Provide insights and reports on customer feedback, trends and issues to help inform business decisions.

Key Skills & Experience

• Extensive experience in a senior customer service or customer experience role within ecommerce (fashion preferred).

• Proven track record of setting up or improving customer service operations, processes and tools.

• Strong communication skills with the ability to handle complex and sensitive situations with empathy and professionalism.

• Analytical mindset with experience using data to drive decisions and improvements.

• Hands-on, proactive approach — able to balance strategic thinking with day-to-day delivery.

• Passionate about sustainable fashion and aligned with OMNES’ brand values.

• Experience with customer service platforms (such as Zendesk, Gorgias or Freshdesk) and reporting tools.

What We Offer

• Opportunity to shape and lead a key function within a fast-growing, purpose-led fashion brand.

• Collaborative, supportive team environment.

• 3-6 month contract