Customer Care Advisor

Hybrid Customer Care Advisor Manchester City Centre 28,000 Monday-Friday 9am-5pm Hybrid - 2/3 days office-based We're currently recruiting for an exciting opportunity with a fast-growing fashion and e-commerce brand that is continuing to scale. They're looking for an experienced Customer Care Advisor to join their growing team and play a key role in delivering an exceptional customer experience. This is a fantastic opportunity for someone who genuinely enjoys helping customers, solving problems and being part of a fast-paced, ambitious business.

• Manage customer enquiries via email in a professional, friendly and timely manner
• Handle refunds, returns and exchanges efficiently and accurately
• Resolve customer complaints with empathy and a solution-focused approach
• Respond to delivery, order tracking and product enquiries
• Support customers throughout their complete online purchasing journey
• Deliver a consistently positive and personalised customer experience
• Help maintain and improve customer satisfaction and Trustpilot ratings
• Liaise with internal teams, warehouses and couriers to resolve customer issues quickly
• Accurately update customer records and information across internal systems
• Identify recurring customer issues and suggest improvements to processes and the wider customer journey
• Consistently achieve agreed SLAs and response time targets
• Provide additional support during peak trading periods, product launches and other key business moments

• Previous experience in a customer service or customer care role
• Experience with in an e-commerce environment would be advantageous
• Experience managing a high volume of customer enquiries
• Excellent written communication skills and strong attention to detail
• Experience using Shopify
• Experience using Gorgias is highly desirable
• Strong problem-solving skills and a calm, professional approach when dealing with challenging situations
• A proactive, positive attitude with a genuine passion for customer experience
• The ability to work independently while also being a collaborative team player

• 28,000 salary
• Monday-Friday, 9am-5pm
• Hybrid working
• 2/3 days from home
• 20 days' annual leave + your birthday off + bank holidays
• NEST pension scheme
• Volunteer days
• Opportunity to join a rapidly growing fashion and e-commerce brand
• Supportive and collaborative working environment
• Opportunity to make a genuine impact as the business continues to scale

This is a great opportunity for a customer-focused professional who wants to join an ambitious, growing brand where customer experience is genuinely valued. If you have strong customer service experience, enjoy working in a fast-paced e-commerce environment and have experience with Gorgias and Shopify, we'd love to hear from you. BH37508