About Pure White Lines:
Pure White Lines is a leading interiors brand specialising in curated antique and vintage inspired furniture, lighting and décor. With a strong online presence and a growing retail footprint, we are passionate about design, detail, and delivering exceptional customer experiences. Our collections feature a mix of historical charm and contemporary edge, making us a go-to for interior designers and design-conscious consumers alike.
We are looking for an experienced and highly organised Customer Service Assistant to join our friendly and fast-paced team at our Hampton Court head office. This is a fantastic opportunity for someone with a keen eye for detail and a proactive attitude to support the smooth running of daily operations in a creative and growing business. As a Customer Service Assistant, you'll be the friendly and knowledgeable frontline for customer care. Ultimately you will be a brand ambassador for Pure White Lines' aesthetic and values, helping cultivate lasting loyalty through exceptional service.
Key Responsibilities:
* Respond promptly and professionally to customer inquiries via email and phone regarding products, orders, shipping, returns, or general assistance.
* Provide in-depth product information and styling guidance across our product range.
* Assist with order placement, updates, cancellations, exchanges, returns, and refunds—always following company policies and delivering a seamless experience.
* Log, track, and escalate issues using a methodical system —such as shipping delays, damaged items, or missing pieces—to internal teams in Operations, Warehouse, or Logistics, ensuring timely resolution.
* Identify opportunities to optimize processes in order to enhance customer experience and improve customer reviews.
* Audit customer feedback and create monthly metrics for management reviews.
* Help manage customer communications during seasonal peaks (e.g. Summer Sale and new arrivals launches).
* Represent Pure White Lines with professionalism, diplomacy, and warmth
Skills and Experience Required:
* Previous customer service experience, ideally in e commerce, retail, or design-led sectors.
* Strong written and verbal communication skills with impeccable attention to detail.
* Comfortable and confident handling inbound and outbound phone communication with customers, suppliers and internal teams
* Strong organisational skills with the ability to multi task across inquiries and projects.
* Empathy, patience, and the ability to diffuse delicate situations or address dissatisfied customers tactfully.
* Familiarity with order management systems, CRMs and proficient use of technology.
* A passion for interior design would be a bonus
* Ability to work both independently and collaboratively, in a fast-paced, creative environment.
What we offer:
* A dynamic and creative working environment within a growing interiors brand
* Staff discount on our products
* Opportunity to develop skills and grow within the company
* Close-knit, supportive team culture
* On-site office in the beautiful Hampton Court area (2 minute walk from Hampton Court Station)
Job Type: Full-time
Pay: £25,000.00-£29,000.00 per year
Benefits:
* Employee discount
Work Location: In person
Reference ID: PWL Customer Service Assistant