Paul Smith is one of Britain s leading independent design companies. We champion positivity, curiosity and creativity. These qualities underpin every Paul Smith design, whether it s a shirt, a shop or a special collaboration. Reaffirming the values that Paul set down in 1970, classic with a twist remains the guiding principle of the company. Happily positioned between high fashion and formalwear, while taking reference from both, Paul Smith has always been proud to stand apart. We have an opening for a Digital Fulfilment Supervisor to join our Digital team in Nottingham. As a key member of our customer-facing team, you'll be responsible for creating personalised experiences that leave a lasting impression on our customers. You will support all aspects of order fulfilment, from the processing, fulfilment and return of orders through to accounts reconciliation. A key part of your role will be handling queries from our online customers and ensuring a consistent, effective and high quality service is provided by the whole team. The Role Manage customer queries via phone, email and live chat, ensuring urgent issues are prioritised and allocated to the appropriate team members. Ensure the prompt delivery of customer orders and returns, dealing directly with queries and requests from customers and couriers. Work in close collaboration with other departments across the business, to ensure queries and complaints are responded to within set deadlines. Be a key point of contact for resolving complex complaints and escalations. Collaborate closely with third party software partners, ensuring work flows and knowledge bases are kept updated. Assist with monthly payment reconciliation, working with the accounts team to investigate and rectify any anomalies. Develop and update documentation for department training, procedures and systems. Maintain and uphold the department and company guidelines, ensuring they are followed by the rest of the team. About you Proven experience in customer service, ideally in a retail environment. High level of proficiency in Outlook, Word, Excel and CRM software. Impeccable written and verbal communication skills, with an exceptional phone manner. Knowledge of long-distance selling regulations and best practice in service excellence. Highly numerate, accurate, methodical and efficient. Full fluency in English (additional languages are a plus). Who you are Empathetic, friendly and helpful. Highly organised and able to work to deadlines, whilst staying calm under pressure. Trustworthy and reliable. A team player, who builds effective working relationships with others. An interest in fashion and Paul Smith products. Able to work extended hours and during weekends, during busy periods. What s in it for you A generous seasonal clothing allowance. A discretionary discount on Paul Smith products. Wellbeing support through the Retail trust for you and your family. An annual leave entitlement of 25 days, plus Bank Holidays. Cycle to work and travel loan schemes. SmartTech. Day for change. If you like the sound of what you ve read so far, find out more about our company culture and the full list of benefits we can offer you. Please note, this role is not eligible for sponsorship in the Skilled Worker visa category. At Paul Smith, we celebrate and encourage applications from all walks of life into our growing workforce. We are committed to empowering people from any background, belief system, or ethnicity, offering an inclusive environment where talent is recognised and valued.