E-Commerce Operations & Customer Service Exec

LOCATION:

Moorgate Head Office, London

CONTRACT:

Permanent, Full-Time

HOURS:

35 hours over 5 days, Tuesday to Saturday PAY RATE:
Starting at £26,000 per annum JOB OVERVIEW

As a key member of our growing Marketplace operation, this role will take responsibility for the day-to-day customer service experience across our Marketplace channels, whilst working closely with the wider Customer Services and Ecommerce teams.

The role will have visibility across the wider Apricot customer journey, working collaboratively with Customer Services, Ecommerce, Warehouse and other relevant teams to support a seamless experience from order through to fulfilment and delivery. As part of the wider Customer Services function, the role may also provide support across other customer service activities where required.

Are you confident, passionate and proactive? Do youpride yourself on delivering a first class customer service? If so this could be the role for you...

• Manage customer communications received via email, telephone, Marketplace platforms, social media and other relevant channels.

• Work closely with Marketplace clients and internal teams to ensure customer queries, complaints and issues are managed and resolved effectively.

• Provide timely and accurate responses whilst maintaining a high standard of customer service and protecting the reputation of the Apricot brand.

• Ensure customer expectations are managed effectively to minimise repeat contact and achieve a positive customer experience.

• Develop a strong understanding of Marketplace platforms, their customer service requirements and individual processes.

• Understand the drivers of the Apricot brand and ensure all customer communication reflects the appropriate Apricot tone of voice.

• Support Marketplace clients and internal teams with customer service information, trends and feedback to help improve the overall customer experience.

• Identify recurring customer issues and proactively highlight opportunities to improve processes, products or customer communications.

• Record customer contacts and the reasons behind them, providing regular reporting and insight into key trends.

• Escalate complaints, claims and complex customer issues to the appropriate member of management or relevant department when required.

• Maintain an awareness of the customer journey from initial order through to fulfilment, dispatch and delivery, ensuring that customer service issues are considered within the wider operational process.

• Liaise with Ecommerce, Warehouse, Marketplace clients and relevant internal teams to resolve order-related issues efficiently.

• Investigate issues relating to missing, delayed, cancelled or incorrectly fulfilled orders and ensure appropriate action is taken.

• Flag operational issues that may be impacting the customer experience, including fulfilment delays, stock-related issues or system-related problems.

• Identify patterns or recurring operational issues and communicate these to the relevant teams, helping to prevent repeat customer contacts.

• Provide support across wider Apricot customer service and fulfilment activities where required.

• Investigate and resolve payment, refund and credit-related customer queries.

• Work closely with the relevant internal teams to support refund and credit processing across applicable payment methods and Marketplace platforms.

• Investigate customer payment disputes and escalates where appropriate.

• Manage and investigate delivery-related claims, working with carriers and Marketplace clients where necessary.

• Identify and escalation potential fraudulent or unusual customer activity in line with company procedures.

• Investigate delivery issues across Marketplace orders and take all reasonable action to achieve a timely resolution.

• Liaise with relevant delivery partners, including Royal Mail, DPD, DHL, Evri and other third-party providers.

• Monitor issues relating to lost, delayed, damaged or incorrectly delivered parcels.

• Identify common reasons for Marketplace customer contact and provide regular insight to the wider team.

• Use customer feedback to identify opportunities to improve processes, communications and the overall customer journey.

• Share relevant Marketplace customer feedback with Marketplace clients, Ecommerce, Warehouse, Garment Technology and other departments.

• Report recurring product or garment issues to the relevant teams.

• Assist with maintaining and updating FAQs, customer-facing guidance and internal knowledge bases.

• Look for opportunities to improve efficiency, reduce avoidable customer contact and enhance the customer experience.

• Support the Marketplace and Ecommerce team with projects and initiatives designed to improve our overall performance and customer satisfaction.

This is not an exhaustive list and in the interests of the day to day operation of the business the successful candidate may be required to carry out…