Customer Service Representative

Job title: Customer Service Representative Reporting to : Customer Operations Manager Working hours : Monday to Thursday, 9:00 am to 5:00 pm, and Fridays, 8:00 am to 4:00 pm (Hybrid-working 3 days in the office, 2 days working from home)
Type : Fixed-term Contract starting in October and concluding at the end of January 2027
Salary : £26,900

We are seeking a customer-focused individual who is enthusiastic about creating exceptional experiences for our customers during our busy festive season.

You'll support customers by email, guiding them through our product portfolio and helping them find the right products for their needs. Alongside delivering excellent service, you'll maintain accurate customer records and communicate clearly and professionally in every interaction.

Who we are: We are afragrance-first, family-run brandcreatingcandles, reed diffusers and bath and body care inspired by the world around us. From our home on the North Cornish coast, we craft scents designed to enrich everyday moments and help people reconnect with what surrounds them.

For over thirty years, we've grown into an award-winning, B Corp certified business, shaped by responsible making and an ambitious future. We have an open, supportive culture where creativity, collaboration and craftsmanship guide how we work. People are supported to learn, grow, and take pride in what they make along the way.

Responsibilities:

• Provide outstanding service to customers via our email ticketing system, handling enquiries related to orders, pricing, payments, product information, and delivery status.
• Process orders for new and existing customers,monitororder status, and manage straightforward returns and replacements efficiently.
• Process reimbursements and credit requests in line with policy.
• Maintainaccurateand up-to-date client account records and datain accordance withcompany policy.
• Support customers with online ordering andassistin resolving website-related queries via email.
• Escalate product quality issues to the Customer Operations Manager or Senior Customer Service Representative.
• Monitor stock availability and proactively communicate potential shortages to relevant stakeholders.
• Coordinate with internal teams and external partners to guarantee that customer deliveries are scheduled and fulfilledin accordance withcustomers' specifications.
• Maintain clear communication with other departments to ensure a seamless and positive customer journey.
• Uphold and promote the St Eval values in every interaction, contributing to a collaborative, respectful, and solution-focused team culture.

About you:

• Proficient in Microsoft Office (Outlook, Word, Excel)
• Comfortable learning and working across multiple systems and software platforms.
• Experience managing multiple enquiries whilemaintainingaccuracy and servicequality.
• Experience working in a customer-facing environment with responsibility for handling customer enquiries.
• Strong written communication skills, with the ability to write clearly and professionally via email.
• Adaptable, with a genuine passion for delivering an exceptional customer experience and a keen eye for problem solving.
• Available to undertake a fixed-term contract from October 2026 toJanuary2027.
• Previousexperienceworking with any of the following systems:Freshdesk(or a similar ticketing system),SAP,Shopify.
• Experience in a retail, gifting, or FMCG customer service environment

We offer:

• 33 days holiday (including public holidays)
• 50% employee discount on all St Eval products
• Cycle to work scheme
• Death in service insurance
• Employee assistance programme
• Enhanced family leave
• A dynamic and inclusive work environment
• An opportunity to grow with us - we invest in our people's professional development
• Team social events
• Volunteering opportunities with our charity partners

At St Eval, we are committed to creating a workplace where everyone feels welcome,respectedand empowered to succeed.

Our commitment to Justice, Equity,Diversityand Inclusion (JEDI) is rooted in the values that shape our business: collaboration, creativity, thoughtfuldecision-makingand sustainability. As a certified B Corp, we recognise our responsibility to help create a fairer and more inclusive society, both within our organisation and beyond.

We welcome applications from people of all backgrounds,experiencesand identities, and are dedicated to fostering a culture where everyone feels valued and treated with dignity.