Freelance Customer Care Advisor

Freelance Customer Care Advisor

Christopher Ward

Remote – UK Based

About the Opportunity

Christopher Ward is looking for experienced freelance Customer Care professionals to provide additional customer support as our business continues to grow.

This is a flexible, self-employed freelance engagement, designed for individuals who are comfortable providing customer support remotely and who are looking for the flexibility to provide their availability around other commitments or clients.

Freelancers will provide their availability and may accept or decline assignments according to both their availability and our customer-support requirements. There are no guaranteed minimum hours and no obligation on either party to offer or accept a minimum amount of work.

We anticipate opportunities typically averaging 1–3 shifts per week , although this may vary according to customer demand and freelancer availability.

Please note: Due to our customer coverage requirements, applicants must be able to provide regular availability for weekends and Bank Holidays.

Services

Freelancers engaged by Christopher Ward may provide the following services:

• Customer Communication: Provide prompt, courteous and professional customer support across phone and email, consistently reflecting the Christopher Ward brand and commitment to excellent service.

• Issue Resolution: Assist customers with enquiries and concerns, providing efficient and appropriate resolutions and a positive customer experience.

• Product Expertise: Develop a strong working knowledge of Christopher Ward timepieces and services to provide customers with accurate, informed and tailored guidance.

• Customer Insight: Capture and relay relevant customer feedback to help inform continuous product and service improvement.

• Proactive Service: Identify appropriate opportunities to enhance the customer experience, including recommending products or services that meet individual customer requirements.

• CRM Accuracy: Maintain clear and accurate records of customer interactions within our CRM platform to support effective case management and follow-up.

• Service Standards: Provide services in line with agreed customer-service standards, including appropriate response times, resolution quality and customer satisfaction.

Experience & Skills

We are looking for freelancers who can demonstrate:

• At least two years’ experience providing customer service or customer support.

• Excellent verbal and written communication skills.

• Strong problem-solving skills and the ability to resolve customer enquiries independently.

• Experience using CRM systems and Microsoft Office. Familiarity with Zendesk would be advantageous.

• The ability to work effectively in a fast-paced customer environment.

• Excellent attention to detail.

• A strong customer focus and commitment to providing excellent service.

• Experience within the watch or luxury jewellery industry would be advantageous, but is not essential.

Availability

This is a flexible freelance engagement. Due to the nature of our Customer Care operation, freelancers must be able to provide regular availability across weekends and Bank Holidays .

Customer Care coverage opportunities are available between:

10:00am–12:00am (midnight), including weekends and Bank Holidays.

Freelancers will provide their availability within these coverage periods, with assignments offered according to both business requirements and freelancer availability.

We anticipate approximately 1–3 shifts per week , although this may vary. There are no guaranteed minimum hours and no obligation on Christopher Ward to offer a minimum amount of work.

Freelancers remain free to provide services to other clients and businesses alongside their engagement with Christopher Ward.

Location

This opportunity is remote and freelancers must be permanently based in the UK.

Occasional attendance at Christopher Ward’s Maidenhead HQ may be required for initial training, product familiarisation or other activities necessary to provide the services.

Technology Requirements

As this is a remote freelance engagement, freelancers will need access to their own:

• Laptop capable of running the systems required to provide the service

• Headset

• Reliable internet connection

Access to Christopher Ward’s required customer-service systems will be provided where necessary.

Rate

£14.00 per hour

Freelancers will invoice Christopher Ward for services provided and will be responsible for their own tax and National Insurance obligations.

Engagement

This opportunity is offered on a self-employed freelance basis . It does not guarantee a minimum amount of work.

Freelancers provide their availability, and assignments are offered according to customer demand and business requirements. Freelancers remain responsible for their own tax and National Insurance and are free to provide services to other clients alongside their engagement with Christopher Ward.