Online Customer Service Executive

LOCATION: Moorgate Head Office, London

CONTRACT: Permanent, Full-Time

HOURS: 35 hours over 5 days

WORKING PATTERNS: Monday to Friday or Tuesday to Saturday

PAY RATE: Starting at £26,000 per annum

JOB OVERVIEW

We are looking for two enthusiastic and customer-focused individuals to join our growing Marketplace operation at our Moorgate Head Office. One position will work Monday to Friday, and the other Tuesday to Saturday.

As a key member of the team, you will play an important role in delivering an excellent customer service experience across our Marketplace channels, working closely with the wider Customer Services and Ecommerce teams.

You will have visibility across the wider Apricot customer journey, collaborating with Customer Services, Ecommerce, Warehouse and other relevant teams to help ensure a seamless experience from order through to fulfilment and delivery. As part of the wider Customer Services function, you may also provide support across other customer service activities where required.

Are you confident, passionate and proactive? Do you pride yourself on delivering a first class customer service? If so this could be the role for you...
KEY RESPONSIBILITIES

Customer Experience

• Manage customer communications received via email, telephone, Marketplace platforms, social media and other relevant channels.

• Work closely with Marketplace clients and internal teams to ensure customer queries, complaints and issues are managed and resolved effectively.

• Provide timely and accurate responses whilst maintaining a high standard of customer service and protecting the reputation of the Apricot brand.

• Ensure customer expectations are managed effectively to minimise repeat contact and achieve a positive customer experience.

• Develop a strong understanding of Marketplace platforms, their customer service requirements and individual processes.

• Understand the drivers of the Apricot brand and ensure all customer communication reflects the appropriate Apricot tone of voice.

• Support Marketplace clients and internal teams with customer service information, trends and feedback to help improve the overall customer experience.

• Identify recurring customer issues and proactively highlight opportunities to improve processes, products or customer communications.

• Record customer contacts and the reasons behind them, providing regular reporting and insight into key trends.

• Escalate complaints, claims and complex customer issues to the appropriate member of management or relevant department when required.

Orders, Fulfilment & Operations

• Maintain an awareness of the customer journey from initial order through to fulfilment, dispatch and delivery, ensuring that customer service issues are considered within the wider operational process.

• Liaise with Ecommerce, Warehouse, Marketplace clients and relevant internal teams to resolve order-related issues efficiently.

• Investigate issues relating to missing, delayed, cancelled or incorrectly fulfilled orders and ensure appropriate action is taken.

• Flag operational issues that may be impacting the customer experience, including fulfilment delays, stock-related issues or system-related problems.

• Identify patterns or recurring operational issues and communicate these to the relevant teams, helping to prevent repeat customer contacts.

• Provide support across wider Apricot customer service and fulfilment activities where required.

Payments, Refunds & Claims

• Investigate and resolve payment, refund and credit-related customer queries.

• Work closely with the relevant internal teams to support refund and credit processing across applicable payment methods and Marketplace platforms.

• Investigate customer payment disputes and escalate where appropriate.

• Manage and investigate delivery-related claims, working with carriers and Marketplace clients where necessary.

• Identify and escalate potential fraudulent or unusual customer activity in line with company procedures.

Logistics & Delivery

• Investigate delivery issues across Marketplace orders and take all reasonable action to achieve a timely resolution.

• Liaise with relevant delivery partners, including Royal Mail, DPD, DHL, Evri and other third-party providers.

• Monitor issues relating to lost, delayed, damaged or incorrectly delivered parcels.

Customer Insight & Continuous Improvement

• Identify common reasons for Marketplace customer contact and provide regular insight to the wider team.

• Use customer feedback to identify opportunities to improve processes, communications and the overall customer journey.

• Share relevant Marketplace customer feedback with Marketplace clients, Ecommerce, Warehouse, Garment Technology and other departments.

• Report recurring product or garment issues to the relevant teams.

• Assist with maintaining and updating FAQs, customer-facing guidance and internal knowledge bases.

• Look for opportunities to improve efficiency, reduce avoidable customer contact and enhance the customer experience.

• Support the Marketplace and Ecommerce team with projects and initiatives designed to improve our overall performance and customer satisfaction.

This is not an exhaustive list and in the interests of the day to day operation of the business the successful candidate may be required to carry out work that is not detailed in this job description.

SKILLS & KNOW-HOW

• Previous experience in customer service, ideally within Ecommerce, retail or a Marketplace environment.

• Experience working with Marketplace platforms and/or third-party retail partners would be advantageous.

• Strong written and verbal communication skills.

• Excellent organisational skills and attention to detail.

• Confident investigating issues and working across multiple departments to reach a resolution.

• Comfortable working with data, reporting and customer contact information.

• Strong computer skills and confidence learning new systems and platforms.

• Ability to prioritise workload effectively and manage competing demands.

• A proactive approach, with a genuine desire to improve the customer experience.

• Commercial awareness and an understanding of the wider impact of customer service decisions.

BEHAVIOURS

• A great communicator and problem solver

• Empathetic and able to understand and respond to the root cause of each customer complaint

• Looking to work within a small team, within a non-hierarchical organisation

• Able to demonstrate high levels of integrity, trust and ownership

• Personal resilience and able to act on own initiative

If you need any adjustments made during the application and/ or interview process do let us know.

Good Luck!