Customer Experience Specialist

Do you thrive on building relationships and exceeding customer expectations? Are you passionate about the outdoors, have a love for the kit, and have a knack for people and sales? If so you are going to love this job!

Trekitt is looking for a motivated and customer‑focused individual to join our growing business as a Customer Experience Specialist.

You will be responsible for delivering sound and accurate information and advice to our customers and community. Being on the front line of the business, you will embody our brand's values and work hard to ensure every interaction is a five‑star experience.

You will competently use several in‑house and external resources to distil and deliver accurate information regarding customers orders and the technical aspects of our premium product assortment to maintain our industry‑leading standard of customer service in our marketplace.

• Answer phone calls, emails, and live chat inquiries from customers in a friendly and professional manner.
• Effectively resolve customer inquiries, complaints, and requests across a varied range of mediums in a timely and efficient manner.
• Provide accurate and up-to-date information on our stocked products, services, and policies.
• Proactively identify customer needs and offer solutions or escalate complex issues to the appropriate team member.
• Contribute to a positive team environment, supporting the needs of the team in a personable way.

• Experience – A minimum of a years frontline customer Service experience
• Communicator – Excellent written and verbal communication skills with the ability to clearly explain complex information in a concise and easy‑to‑understand manner quickly and efficiently.
• People Person – Outstanding interpersonal skills and a genuine passion for building positive relationships with customers and stakeholders.
• Problem Solver – Possessing the mindset and ability to think creatively and deliver the right outcome for the customer and the company.
• Organised – Strong organisational skills and the ability to prioritise tasks effectively in a fast‑paced environment.
• Competent with Technology – A strong grasp of ICT skills, including using Microsoft Office, Zen Desk and POS software.
• Team Player – Experience and understanding of how a team achieves its goals together.
• Live the Outdoors – A passion for the outdoors and a fundamental understanding of customers’ needs of outdoor clothing and equipment (including climbers, mountaineers, backpackers, trekkers, skiers and adventure travellers).

We are the UK’s premier outdoor retailer, focused on providing the British outdoor enthusiast with the best kit, service and advice possible. We are ambitious, determined and work tirelessly towards our objective, to be the best at what we do. This attitude has led us to be a fun and motivated workplace, with a committed and productive mindset shared amongst our teams and the business.

A competitive salary commensurate with experience, pension, staff discount scheme and flexible working schemes including home working.

We operate an open and friendly company with a relaxed culture and dress code in a comfortable environment, but we all work very hard to get the job done.

Fenix Outdoor is committed to continually striving to create and promote a diverse and inclusive workplace for all employees. We provide equal employment opportunities. Our goal is to create a safe, fair and friendly work environment where everyone feels welcome and can thrive.