Customer Experience Agent; Multichannel

Customer Experience Agent (Multichannel)

Department: Customer Experience

Employment Type: Full Time

Location: Trimble Offices, Morley

Compensation: £26,250 / year

At , we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding.

We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time.

Our Customer Experience Team is here to make selling to  feel simple, reassuring and straightforward.

Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items.

We speak to customers across phone, email, webchat and other digital channels, working together and with teams across  to find answers, resolve issues and deliver a consistently good customer experience.

As a Multichannel Customer Experience Agent, you’ll be one of the people our customers turn to when they need information, reassurance or support.

You’ll manage customer conversations across phone, email, webchat and other digital channels, helping people understand what is happening at each stage of their  journey and resolving enquiries wherever possible.

Some conversations will be straightforward. Others will need you to investigate what has happened, work with another team or support a customer through a more difficult situation. You’ll take ownership rather than simply passing an issue on, while knowing when something needs to be escalated.

Every interaction is an opportunity to build trust. By listening carefully, communicating clearly and getting things right, you’ll help make the  experience simple, transparent and genuinely customer-focused.

• Customers receive clear, accurate and helpful support regardless of how they choose to contact us.
• Enquiries are resolved as quickly and completely as possible, with customers kept informed when further investigation is needed.
• Customer conversations and case information are recorded accurately and consistently.
• Conversations are handled confidently across phone, email, webchat and other channels while maintaining quality and attention to detail.
• Difficult or sensitive conversations are handled calmly, respectfully and with appropriate ownership.
• Customer information is handled carefully and in line with data protection and internal requirements.
• Recurring customer issues and feedback are identified and shared so we can improve our processes and customer experience.
• Agreed service, quality and productivity expectations are consistently met while maintaining a positive customer experience.

• Respond to customer enquiries across phone, email, webchat and other digital channels, adapting your communication to the customer and situation.
• Provide clear and accurate information about ’s services, processes and customer journey so customers understand what happens next.
• Listen carefully to customer concerns, ask the right questions and identify the information needed to reach an appropriate resolution.
• Handle difficult conversations professionally, using appropriate de‑escalation and conflict‑resolution techniques where needed.
• Keep customers informed when an enquiry requires further investigation rather than leaving them unsure about what is happening.

• Take ownership of customer enquiries from initial contact through to resolution wherever possible.
• Investigate issues using the systems, information and resources available before escalating to another team.
• Work with colleagues across  to resolve more complex customer cases and…