Customer Care Advisor

Hybrid Customer Care Advisor | Manchester City Centre | £28,000

Monday-Friday | 9am-5pm | Hybrid - 2/3 days office-based

We're currently recruiting for an exciting opportunity with a fast-growing fashion and e-commerce brand that is continuing to scale.

They're looking for an experienced Customer Care Advisor to join their growing team and play a key role in delivering an exceptional customer experience.

This is a fantastic opportunity for someone who genuinely enjoys helping customers, solving problems and being part of a fast-paced, ambitious business.

You'll be responsible for managing customer enquiries across the full online purchasing journey, from initial queries through to delivery, returns and aftercare. You'll also have the opportunity to contribute ideas and help improve customer service processes as the business continues to grow.

Key Responsibilities

Manage customer enquiries via email in a professional, friendly and timely manner

Handle refunds, returns and exchanges efficiently and accurately

Resolve customer complaints with empathy and a solution-focused approach

Respond to delivery, order tracking and product enquiries

Support customers throughout their complete online purchasing journey

Deliver a consistently positive and personalised customer experience

Help maintain and improve customer satisfaction and Trustpilot ratings

Liaise with internal teams, warehouses and couriers to resolve customer issues quickly

Accurately update customer records and information across internal systems

Identify recurring customer issues and suggest improvements to processes and the wider customer journey

Consistently achieve agreed SLAs and response time targets

Provide additional support during peak trading periods, product launches and other key business moments

About You

We're looking for someone who is confident, personable and genuinely passionate about delivering great customer service.

You'll ideally have:

Previous experience in a customer service or customer care role

Experience within an e-commerce environment would be advantageous

Experience managing a high volume of customer enquiries

Excellent written communication skills and strong attention to detail

Experience using Shopify

Experience using Gorgias is highly desirable

Strong problem-solving skills and a calm, professional approach when dealing with challenging situations

A proactive, positive attitude with a genuine passion for customer experience

The ability to work independently while also being a collaborative team playerBenefits

£28,000 salary

Monday-Friday, 9am-5pm

Hybrid working - 2/3 days from home

20 days' annual leave + your birthday off + bank holidays

NEST pension scheme

Volunteer days

Opportunity to join a rapidly growing fashion and e-commerce brand

Supportive and collaborative working environment

Opportunity to make a genuine impact as the business continues to scaleThe Opportunity

This is a great opportunity for a customer-focused professional who wants to join an ambitious, growing brand where customer experience is genuinely valued.

If you have strong customer service experience, enjoy working in a fast-paced e-commerce environment and have experience with Gorgias and Shopify, we'd love to hear from you.

BH37508