Customer Service Specialist

London, England, United Kingdom , Permanent

The role

We're looking for a confident and experienced Customer Service Specialist to join our Global Contact Centre, championing our brand values: The Customer is the Boss and One Team. This is the ideal opportunity for someone to take ownership, independence, and influence to every customer interaction.

You'll be at the centre of global customer engagement, handling customer enquiries across phone, email, and live messaging, across all topics and regions, with a strong focus on exceptional phone support, our most human and personal channel.

As a skilled communicator and brand ambassador, you'll act with confidence and care, handling everything from everyday queries to complex and escalated issues end to end-delivering empathetic, luxury service as standard that truly reflects our customer first values while delivering a high volume output and maximised productivity.

What will I be doing?

• You consistently deliver empathetic, accurate, and efficient service, especially over the phone-leaving customers feeling heard, valued, and supported.
• You take full ownership of your cases, working independently and confidently to resolve complex queries without the need for close supervision.
• You meet or exceed all key performance indicators (KPIs), including: productivity, quality, call handling, and one touch resolution rates.
• You're recognised as a trusted expert and role model-someone colleagues look to for guidance on tone of voice, problem solving, and professionalism.
• You maintain excellent product, policy, and system knowledge and use it to ensure consistency and accuracy in every interaction.
• You contribute ideas and feedback that help improve customer and team experience and team efficiency, collaborating effectively with peers and other departments.
• You embody the brand values in every interaction-The Customer is the Boss and One Team-and help build a culture of continuous improvement and customer obsession.
• You will protect our Brand reputation, by providing resolutions in a friendly and professional manner.

What skills do I need?

• Proven experience in a fast paced customer service environment-ideally within eCommerce.
• Confident, articulate, and strong phone manner, excellent written communication skills.
• Self motivated and able to work independently without supervision, whilst being collaborative.
• A natural problem solver with strong decision making abilities and the resilience to remain calm under pressure.
• Comfortable managing a wide range of queries, from everyday questions to complex customer complaints.
• Passionate about delivering outstanding customer experiences and representing the brand with professionalism and authenticity.

About the location

Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.

Benefits

• A generous wardrobe allowance so that you can wear our beautiful clothes to work each day
• We are a disability committed certified employer
• Employee discount for you to spend with family and friends
• 25 days holiday increasing to 28 days after 2 years continuous service
• Bank holidays, birthdays and volunteering days off
• Access to dental cash plan & free virtual GP appointments through Aviva
• UNUM employee assistance helpline
• Life assurance cover
• Access to discounted gym membership and corporate discounts
• Hybrid working in our historic East London studios, working hours are 9-5.30pm
• Free, confidential, wellbeing and lifestyle support with Retail Trust
• Enhanced family leave benefits (neonatal, fertility, maternity, paternity, adoption, menopause)
• Health days for you to use either for physical or mental wellness
• Dedicated mental health support from our mental health first aiders
• Eye care vouchers, season ticket loans and much more!

Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand.

We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age.