E-Shop & Customer Operations Intern

Job Overview

We are looking for a proactive and detail-oriented E‑SHOP & Customer Operations Intern to support our day‑to‑day operations in a 6‑month internship position. This is a varied role spanning ecommerce fulfilment, customer service, and front‑of‑house reception, making it an excellent opportunity to gain broad commercial experience in a fast‑paced environment. You will play a key role in ensuring our customers receive a seamless experience, from order placement through to delivery and ongoing support, while also acting as the face of the business for visitors.

• Maintain high levels of customer satisfaction and brand reputation; respond to customer enquiries via email, phone and social media.
• Support order tracking, delivery queries and post‑purchase support.
• Assist with returns, exchanges and order issue resolution.
• Keep up to date with product knowledge and attend training sessions to continually develop brand knowledge to be able to provide product information to customers.
• Be proactive in proposing ways in which to improve customer relations.
• Liaise and communicate with our warehouse to resolve any order discrepancies.

• Pick, pack and dispatch ecommerce orders accurately and efficiently.
• Work effectively with the Stock Control team to update stock records and ensure stock integrity.
• Neatly package all customer orders in line with DSM guidelines.
• Ensure all paperwork is up to date and accurate.

• Answer main office phone and provide support or connect callers to the correct destination.
• Provide reception cover by greeting visitors, answering the main office phone and directing enquiries appropriately.
• Take delivery of post and packages and distribute to the recipient.
• Perform any other additional general ad hoc duties or office assistance as required.

• Managing customer enquiries across multiple channels.
• Ecommerce order processing, fulfilment and dispatch operations.
• Stock management and inventory accuracy.
• International shipping and customs documentation.
• Ecommerce systems and customer service platforms.
• Working cross‑functionally with warehouse, stock control and ecommerce teams.

• A highly motivated, confident and competent individual.
• A self‑starter able to set the standard by their own professionalism.
• Good time‑keeping skills essential.
• Articulate and eloquent with good listening skills.
• Good organisational skills, striving for a high level of accuracy with strong follow‑up skills.
• Interest in ecommerce, retail and customer experience, with a willingness to learn about our products and industry.

• Previous experience in retail, customer service or ecommerce is advantageous but not essential.
• Comfortable learning new systems and technology.
• Strong attention to detail and commitment to accuracy.
• Positive, proactive approach to problem solving.
• Ability to work independently and as part of a team.
• Comfortable spending the working week in a stockroom fulfilment environment.
• Able to undertake light physical duties associated with order picking and packing.

• 20 days holiday plus Bank Holidays, increasing with each year of service up to 5 additional days.
• Up to 60% employee discount.
• 50% discount on all Rose Bakery food and drink.
• Access to Retail Trust, our Employee Assistance Programme.
• 24/7 access to our VirtualGP service.
• Cycle scheme and Eyecare vouchers.

We celebrate the diversity of our workforce, which makes us unique, creative and connected. As an equal‑opportunity employer, we ensure fair treatment for all candidates and employees. We welcome people from all walks of life and strive to make everyone feel they belong. We regularly review our recruitment and onboarding processes to be as inclusive as possible. We respect everyone's stories and celebrate our differences.