Client Services Executive

Job Advert Client Services Executive – Fixed term contract Valley Road, Birkenhead £26,000 per annum (pro-rata) This is a 6-month fixed term contract. The role. We’re looking for a Client Services Executive to join our team and provide an excellent level of service to our corporate Self-Serve and E-Commerce customers. You’ll be responsible for supporting customers across a range of channels including phone, email, live chat and social media, helping with everything from orders and deliveries to account queries and product support.

This is a varied role where no two days will be exactly the same. You’ll work closely with teams across the business to resolve queries, investigate issues and make sure our customers receive a great experience, with a focus on getting things right first time. The responsibilities. Respond to customer enquiries across phone, email, live chat and social media in a professional and timely manner.

Support customers with orders, including new orders, amendments, cancellations, returns and delivery tracking. Provide guidance to customers using our Self-Serve and E-Commerce platforms. Develop strong knowledge of our physical and digital products, including Love2shop e-gift cards and Love2shop Reward Codes. Investigate and resolve missing orders, products, delivery issues and customer disputes. Handle complaints effectively, taking ownership of issues and working towards a positive resolution.

Monitor and respond to customer reviews, messages and social media enquiries, escalating any reputational concerns where appropriate. Identify and escalate suspicious activity or potential fraud in line with company processes. Maintain accurate customer records and handle customer information in accordance with GDPR and PCI DSS requirements. Work closely with colleagues across Sales, Account Management, Dispatch, Corporate Accounts and Card Services.

Meet agreed SLAs and KPIs while maintaining a consistently high standard of customer service. Identify opportunities to improve processes and customer touchpoints and share customer feedback with the wider business. Support wider Client Services activities across Aftersales, Orders, Fulfilment and E-Commerce when required. About you. We’re looking for someone who genuinely enjoys helping customers and takes ownership of resolving problems.

You’ll be comfortable managing a busy workload, communicating across different channels and working as part of a team. You’ll be proactive, organised and able to remain calm when dealing with challenging queries. Attention to detail is also really important, particularly when handling customer information, orders and transactions. To be successful in this role, you’ll ideally have:
Previous experience in a busy customer service or client services role. Experience communicating with customers across multiple channels such as telephone, email and web chat. Excellent written and verbal communication skills. A genuine commitment to delivering excellent customer service. Strong problem-solving skills and a proactive approach to resolving customer queries. Good attention to detail and accuracy. The ability to work to deadlines, SLAs and service targets.

Confidence using Microsoft Office, including Word, Excel and Outlook. The ability to learn and confidently use a range of different systems and platforms. An understanding of FCA regulations, GDPR and compliance requirements. A collaborative approach and the ability to build good working relationships across different teams. The ability to adapt positively to change in a fast-paced environment. Previous experience within Business Support or a similar environment would be an advantage, but isn’t essential.

About us . Love2shop (visit our website) is…