Customer Service Advisor

Location: Kempston (Office Based)
Job Type: Full-Time
Working Pattern: Includes a weekend rota and occasional out-of-hours cover

About the Role

We are looking for a friendly, enthusiastic and customer-focused Customer Service Advisor to join a busy and growing team. This is an excellent opportunity for someone at the early stages of their customer service career who is confident speaking with customers and enjoys working with technology.

This role would suit someone with a positive attitude, strong communication skills and the confidence to handle customer calls, while being comfortable learning and using a range of IT systems. Full training will be provided, so we're looking for potential just as much as experience.

As the first point of contact, you will provide support across multiple channels, resolve customer enquiries efficiently and help deliver an excellent customer experience from start to finish.

Key Responsibilities Customer Service

• Respond to customer enquiries via telephone, email, social media and online marketplaces.
• Handle inbound calls professionally and direct enquiries to the appropriate departments where required.
• Resolve customer queries quickly and efficiently, providing excellent service at every stage.
• Encourage satisfied customers to leave positive online reviews.

Order Management

• Manage customer orders using Shopify and internal systems.
• Provide product information, stock availability and sizing advice.
• Resolve delivery issues, postage enquiries and customer complaints.
• Contact customers regarding unavailable items and offer suitable alternatives.
• Identify opportunities to promote products and upsell where appropriate.

Returns & Administration

• Process refunds, exchanges and staff purchases accurately.
• Complete all administration relating to customer returns.
• Ensure customer records and transactions are maintained accurately.

Additional Duties

• Participate in a weekend rota and occasional out-of-hours cover.
• Support promotional events and pop-up activities when required.
• Work closely with colleagues across the business to ensure a consistently high level of customer satisfaction.

About You

We're looking for someone who:

• Has some previous experience in customer service, retail or an office-based environment.
• Is confident speaking with customers over the telephone.
• Is comfortable using IT systems and keen to learn new software.
• Has excellent communication and interpersonal skills.
• Can remain calm and professional when handling customer queries or complaints.
• Is organised, reliable and able to manage a busy workload.
• Has a positive attitude and enjoys working as part of a team.
• Experience using Shopify or other CRM/e-commerce systems would be an advantage but is not essential.

What We Offer

• Competitive salary.
• 20 days annual leave plus Bank Holidays.
• Company pension scheme.
• Full training and ongoing support.
• Generous staff discount.
• A friendly, supportive and collaborative working environment.
• Opportunities for development within a growing business.