Senior Ecommerce Customer Services Advisor
7 days ago
Gateshead
WHAT IS IN IT FOR YOU? • Permanent role, • Gateshead location, • Up to £35K per annum, • Monday to Friday, 9am–5pm, • Hybrid working: Up to one optional work-from-home day per week, • Personal and company performance-related bonuses, • Private medical cover via WPA, • Dental cover via DenPlan, • Staff discounts across stores, • Cycle to Work scheme, • Personal learning & development budget with allocated time, • Regular 1-2-1s, appraisals, and salary reviews, • Statutory holiday allowance, plus one additional day per year of service (capped at 5), • Free on-site parking, • Complimentary drinks, fresh fruit, and snacks, • Two fully fitted kitchens, • Shower facilities THE BUSINESS Our client is a growing ecommerce business based in Gateshead. We are looking for a senior-level Customer Services Advisor with strong customer retention and complaint-handling experience to join the organisation. This is a hands-on role for someone confident dealing with complex customer issues and protecting long-term customer value, this is not a scripted call-centre position. This is a Senior role with genuine autonomy and trust, there is no weekends or shift work connected with the position. You will be placed in a position to make a direct impact on customer loyalty and brand reputation THE ROLE • You'll manage customer enquiries across email, live chat, and telephone, taking full ownership from first contact through to resolution., • Retaining customers who are unhappy or at risk of leaving, • De-escalating complaints calmly and professionally, • Handling refunds, replacements, delivery issues, and quality concerns, • Using sound judgment to balance customer satisfaction with commercial awareness, • Managing tickets efficiently via Zendesk, • Identifying recurring issues and feed improvements back to the team, • Representing the brand with clarity, empathy, and confidence THE PERSON • This role requires experience, confidence, and good judgment. You should be comfortable working autonomously., • Several years' experience in ecommerce customer service, • Proven experience in customer retention and complaint resolution, • Strong written and verbal communication skills, • Experience using ticketing systems (Zendesk preferred), • A calm, solutions-focused approach under pressure, • Strong commercial awareness, • Magento experience is preferred but not essential, • From a premium ecommerce background is also advantageous TO APPLY Please send your updated CV to Tony Hutchinson or apply direct by calling Westray Recruitment Group