Customer Care Advisor

Location: Valley Road, Birkenhead (potentially the opportunity to work some days from home once training is completed)
Contract: Fixed-Term (17 th August 2026 - 31 st January 2027)

Monday - Friday 9am - 5pm

Salary £24,800 per year

Overtime from October - December (including some Saturdays)

No holidays can be taken in November & December

About the role

We're looking for a customer-focused and detail-driven Customer Care Advisor to join our Love2shop team on a fixed-term basis during one of our busiest and most exciting periods of the year.

You'll be at the heart of our customer experience-supporting customers across phone, email, live chat and social media, resolving queries quickly and efficiently, and ensuring every interaction leaves a positive impression.

What you'll be doing

• Acting as a subject matter expert across our range of physical and digital products
• Supporting customers across multiple channels (phone, email, live chat & social)
• Resolving queries first time wherever possible, including balance enquiries, refunds and replacements
• Investigating and resolving issues such as missing orders or failed transactions
• Supporting customers with account management and self-service tools (web & app)
• Monitoring social media and responding to customer feedback and queries
• Carrying out KYC checks and supporting fraud, AML and compliance processes
• Handling sensitive requests including account closures and GDPR requests
• Making outbound calls to support customer engagement and retention
• Identifying opportunities to improve processes and enhance the customer journey

What we're looking for

• Proven experience in a busy, customer-facing role
• Confidence supporting customers across multiple channels
• Strong communication and problem-solving skills
• High attention to detail and ability to handle sensitive data
• A team player with a proactive and positive approach
• Comfortable working in a fast-paced, constantly evolving environment
• Knowledge of FCA regulations, GDPR or financial services (desirable)
• Familiarity with Love2shop products (desirable)

What you'll bring

• The ability to stay calm under pressure and manage competing priorities
• A curious mindset-always looking for ways to improve and learn
• Accountability and ownership of your work
• A collaborative approach, working closely with teams across the business

This is a fantastic opportunity to gain experience in a fast-paced, customer-first environment during a key seasonal period. You'll be part of a supportive and collaborative team where your ideas and input truly matter.