Senior Ecommerce Customer Services Advisor

Location: Lamesley

WHAT IS IN IT FOR YOU?

Permanent role
Gateshead location
Up to £35K per annum
Monday to Friday, 9am–5pm
Hybrid working:
Up to one optional work-from-home day per week
Personal and company performance-related bonuses
Private medical cover via WPA
Dental cover via Den Plan
Staff discounts across stores
Cycle to Work scheme
Personal learning & development budget with allocated time
Regular 1-2-1s, appraisals, and salary reviews
Statutory holiday allowance, plus one additional day per year of service (capped at
5)
Free on-site parking
Complimentary drinks, fresh fruit, and snacks
Two fully fitted kitchens
Shower facilities    
  
THE BUSINESS
  
Our client is a growing ecommerce business based in Gateshead. We are looking for a senior-level Customer Services Advisor with strong customer retention and complaint-handling experience to join the organisation.
  
This is a hands-on role for someone confident dealing with complex customer issues and protecting long-term customer value, this is not a scripted call-centre position.
  
This is a Senior role with genuine autonomy and trust, there is no weekends or shift work connected with the position. You will be placed in a position to make a direct impact on customer loyalty and brand reputation

THE ROLE

You'll manage customer enquiries across email, live chat, and telephone, taking full ownership from first contact through to resolution.
Retaining customers who are unhappy or at risk of leaving
De-escalating complaints calmly and professionally
Handling refunds, replacements, delivery issues, and quality concerns
Using sound judgment to balance customer satisfaction with commercial awareness
Managing tickets efficiently via Zendesk
Identifying recurring issues and feed improvements back to the team
Representing the brand with clarity, empathy, and confidence    

THE PERSON

This role requires experience, confidence, and good judgment. You should be comfortable working autonomously.
Several years' experience in ecommerce customer service
Proven experience in customer retention and complaint resolution
Strong written and verbal communication skills
Experience using ticketing systems (Zendesk preferred)
A calm, solutions-focused approach under pressure
Strong commercial awareness
Magento experience is preferred but not essential
From a premium ecommerce background is also advantageous    
  
TO APPLY

Please send your updated CV to Tony Hutchinson or apply direct by calling Westray Recruitment Group