Customer Service Advisor

Oxfam is a global movement of people working together to end the injustice of poverty.

As a Customer Service Advisor at Oxfam’s Milton Point Warehouse, you will provide outstanding customer service across all site operations, focusing on supporting our fast‑paced eCommerce function. You will manage internal and external customer enquiries, feedback and complaints, resolving all queries within agreed time frames and in line with service level KPIs. Your responsibilities include reconciling returns, processing refunds efficiently and accurately, and contributing to continuous improvement initiatives to ensure a positive customer experience that reflects Oxfam’s values.

Position: 2 roles available.

• Deliver exceptional customer service via Live Chat and email.
• Resolve customer enquiries, feedback and complaints within agreed time frames.
• Reconcile returns and process refunds accurately.
• Maintain professional, solution‑focused communication using a variety of channels.
• Collaborate with colleagues to support continuous improvement initiatives.

• Excellent interpersonal and active listening skills.
• Clear written and verbal communication, with a strong command of the English language.
• Good organisational, problem‑solving and multitasking abilities.
• Ability to work calmly under high‑stress situations.
• Commitment to Oxfam’s values of accountability, empowerment and inclusiveness.
• Effective role model demonstrating high performance and professionalism.
• Capability to manage workload with minimal supervision.
• Strong time‑management skills.
• Awareness of health and safety issues.
• Strong IT skills.
• Experience managing customer enquiries via Live Chat and email across online marketplaces.

We offer a competitive salary, flexible working options, a generous pension scheme, annual leave, additional leave allowances, company sick pay, life assurance, and a range of other benefits.

This role will be based at Oxfam's Milton Point Warehouse and may involve shift work and weekends.

Oxfam is committed to preventing any type of unwanted behaviour at work, including sexual harassment, exploitation and abuse, and promoting the welfare of children, young people and adults. Oxfam expects all staff to share this commitment through its code of conduct.

Oxfam is committed to ensuring diversity and gender equality within its organization and encourages applicants from diverse backgrounds to apply.