Customer Care Associate Customer Care Head Office

Job Title: Customer Care Associate - Office Based

Location: London Head Office

Reporting To: Customer Care Team Lead

As a Customer Care Associate, you'll play a crucial role in delivering world‑class luxury service to our customers. This role will be based in our central London office, and you'll be expected to handle communication channels including phone calls, webchat, Whats App, emails, and social media interactions.

Our team works in shifts between 9 am and 9.10 pm Monday to Friday and 8.30 am – 5 pm at the weekend as standard. These hours may change during busier sales periods.

• Handle phone calls, webchat, Whats App, emails, and social media interactions to assist customers with pre‑ and post‑purchase inquiries such as orders, promotions, deliveries, returns, and repairs.
• Respond to customers on social channels and review sites to maintain the brand’s reputation for excellent customer service.
• Liaise with parcel delivery providers to address tracking questions or delivery issues.
• Adhere to Data Protection Act and PCI Compliance Regulations.
• Collaborate with team members to achieve service level agreements (SLAs) for various communication channels.
• Maintain flexibility during peak periods to ensure exceptional service delivery.
• Use Microsoft Office package and in‑house IT solutions effectively.
• Achieve set targets in Quality of Conversation (QA), Speed of Service, and Data Accuracy.
• Proactively share feedback with the line manager to enhance the customer experience.

This role is aligned to Junior‑Level capability indicators within our Capability Framework.

• Communicates clearly and respectfully in all formats (e.g., email, chat, phone)
• Builds trusted relationships through a friendly, approachable, and dependable working style.
• Collaborates effectively with the wider Customer Care team, escalating issues appropriately and sharing information openly.

• Completes work efficiently and to a high standard within KPIs
• Seeks to understand the ’why’ behind tasks
• Honesty, transparency, and accountability in all actions.

• Adjusts quickly to new tasks, tools, processes or team structures.
• Asks thoughtful, respectful questions to understand decisions.
• Responds positively to feedback and uses it to improve performance.

• Applies core tools and systems confidently and accurately.
• Adapts approach to suit the task, audience, or objective.
• Embraces learning opportunities and feedback.

• Are hands‑on, solutions‑focused, and entrepreneurial.
• Collaborate openly with humility, honesty, and humour.
• Embrace learning, teaching, and personal growth.
• Stay resilient, adaptable, and self‑motivated in a creative environment.
• Speak up when you don’t know – and act fast to figure it out.

Ability to document your authorisation to work in the United Kingdom.

Regular travel to our London office will be required.