A leading British fashion brand known for its "Relaxed Glamour" aesthetic. Founded on the principle of providing high-quality, contemporary fashion alongside exceptional service, our client has grown from a kitchen-table idea into a nationwide success with a thriving international digital presence.

We are looking for a passionate, style-conscious, and resilient Customer Care Advisor to join a high-performance culture that values soul, collaboration, and entrepreneurial spirit.

The Role: Impact & Responsibilities

As a Customer Care Advisor, you are the voice of the brand. Your goal is to surpass customer expectations by providing a bespoke, personal service that mirrors the quality of the collection.

Key Responsibilities

• Multi-Channel Support: Handle customer queries across phone, email, live chat, and social media platforms.
• Relationship Building: Use your initiative to resolve queries in a way that builds long-term loyalty and "wow" moments for the customer.
• Logistics Liaison: Work closely with the warehouse team and external couriers to track and resolve order issues quickly.
• Cross-Functional Collaboration: Coordinate with physical retail stores and various Head Office departments to ensure a seamless brand experience.
• Timely Resolution: Ensure all responses are delivered within agreed-upon timeframes without sacrificing the personal touch.

Schedule & Flexibility

• Location: Fully Remote (40 hour week ) UK Hours
• Working Hours: Standard hours, however, to support international growth, you will be required to work until 8:00 PM (GMT) one or two evenings per week.
• Rotas: Includes some Saturday and Bank Holiday cover.

Who You Are

• Experienced: You have at least 1 year of proven experience in a multi-channel customer service role (handling live chat, phone, and email).
• Communication Expert: You possess a confident telephone manner and excellent written skills. You can translate the brand’s "Relaxed Glamour" tone into every interaction.
• Agile & Organized: You thrive in fast-paced environments, can multitask with high attention to detail, and use your initiative rather than relying on a script.
• Brand Advocate: You have a genuine passion for customer care and align with values of courage, resilience, and heart.