The roleWe’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, 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, whilst delivering a high volume output and maximised productivity.This is a fixed-term role running from 27 October to 31 January . Please note that as this period covers our peak trading season, no holidays will be approved during the contract. All team members are expected to be available to work across Christmas and New Year, with three rest days provided during Christmas week and three during New Year’s week.What will I be doing?You meet or exceed all key performance indicators (KPIs) of the role, including: productivity, quality, call handling, and one touch resolution ratesYou consistently deliver empathetic, accurate, and efficient service, especially over the phone—leaving customers feeling heard, valued, and supportedYou take full ownership of your cases, working independently and confidently to resolve complex queries without the need for close supervisionYou maintain excellent product, policy, and system knowledge, by utilising all the tools at your disposal, and use it to ensure consistency and accuracy in every interactionYou 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, handling customers contact across phone, live chat and emailConfident, articulate, and strong phone manner, excellent written communication skillsComfortable managing a wide range of queries, from everyday questions to complex customer complaintsSelf-motivated and able to work independently without supervision, whilst being collaborativeA natural problem-solver with strong decision-making abilities and the resilience to remain calm under pressurePassionate 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. . Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street. What we stand forThe Customer is the Boss We work as one proud team to get the best for our customersOne Team We are joined up and encourage others to share their ideasWe Do What We Say We Will We know our goals, and we work with clear outcomes in mindWe Are Responsible We are self aware, understand the impact we have on others and are positive about the future BenefitsA generous wardrobe allowance so that you can wear our beautiful clothes to work each dayWe are a disability committed certified employerEmployee discount for you to spend with family and friends25 days holiday increasing to 28 days after 2 years continuous serviceBank holidays, birthdays and volunteering days offAccess to dental cash plan & free virtual GP appointments through AvivaUNUM employee assistance helplineLife assurance coverAccess to discounted gym membership and corporate discountsHybrid working in our historic East London studios, working hours are 9-5.30pmFree, confidential, wellbeing and lifestyle support with Retail TrustEnhanced family leave benefits (neonatal, fertility, maternity, paternity, adoption, menopause)Health days for you to use either for physical or mental wellnessDedicated mental health support from our mental health first aidersEye care vouchers, season ticket loans and much more!#WeAreAllSaintsOur 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.Even if you feel you don’t tick all the boxes, we’d still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.If you need any support or adjustments during your application, please get in touch with us and we are happy to help.#li-hybrid
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