Description
About the team:
Our Customer Engagement Centre (CEC) is at the heart of delivering exceptional experiences for our customers. We're the team that guides people through selling their vintage, valuable and unique items, making it simple, reassuring, and genuinely enjoyable.
Based in Leeds and supporting Vintage Cash Cow’s mission to transform reCommerce with a focus on reuse, recycling and sustainability, the CEC team plays a huge role in helping us scale responsibly.
About the role:
The Multichannel Engagement Team Advisor is a newly created role designed to elevate our customer experience across a variety of contact channels, including inbound and outbound phone, email, webchat, and more.
You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy. Reporting into the Multichannel Engagement Team Leader, you’ll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections.
Getting Started…
You’ll quickly get up to speed with our products, services, systems, and tone of voice. You’ll learn how each contact channel works, shadow our most experienced advisors, and begin taking live queries with support.
Establishing Your Impact…
Once settled, you’ll confidently handle a wide range of enquiries across multiple platforms. You’ll be resolving issues end to end, spotting recurring themes, and sharing insights that help us improve the overall customer journey.
Driving Excellence…
You’ll become a trusted multichannel specialist, delivering accurate, efficient, and friendly support that customers genuinely remember. You’ll champion quality, consistency, and continuous improvement as we build out this new function.
Key Goals & Objectives:
* Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
* Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
* Maintain accurate logging and documentation in all systems, meeting data protection and quality standards.
* Collaborate effectively with internal teams to solve complex issues and share knowledge.
* Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction.
* Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes.
Key Responsibilities
* Respond to customer enquiries across phone, email, webchat, and other channels.
* Provide clear, accurate and friendly information about VCC’s products, services and processes.
* Take ownership of customer issues, ensuring full resolution and escalating only when essential.
* Work collaboratively with teams across the business to solve complex cases.
* Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards.
* Flag recurring issues, process gaps or opportunities to improve the customer journey.
* Navigate and switch between multiple systems and platforms with confidence.
* Support new team members by sharing knowledge and contributing to a positive, collaborative environment.
* Adapt quickly to new tools, systems and processes as the team evolves.
* Use conflict resolution techniques to prevent and de-escalate complaints.
Skills, Knowledge and Expertise
* Experience in a customer-facing role, ideally across more than one contact channel.
* Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
* Ability to multitask and manage multiple platforms and contact types simultaneously.
* Strong problem-solving mindset with a focus on getting it right first time.
* Empathetic, resilient and calm under pressure.
* Tech-savvy and comfortable learning new systems and tools.
* A collaborative team player with a positive influence on team culture.
Nice to Have (but Not Essential):
* Experience working in a multichannel or contact centre environment.
* Knowledge of CRM or customer case management systems.
Equal Opportunities
At Vintage Cash Cow, we are committed to fostering an inclusive environment where everyone feels heard, valued, respected and empowered to bring their authentic self to work. We believe that diversity drives innovation, creativity and success.
We welcome applicants from all backgrounds, perspectives and experiences, and we strive to create equitable opportunities for all. Together, we’re building a culture that celebrates individuality and champions equity at every level of our organisation.
If you’re excited about this role but don’t tick every box, we still encourage you to apply — your unique skills and experiences might be just what we’re looking for now or in the future.
If you need adjustments or accommodations during the hiring process, please reach out and we’ll do our best to support you.
At Vintage Cash Cow, we believe in building an inclusive workplace where everyone feels valued. We welcome applications from all backgrounds and encourage candidates to apply even if they don't meet every requirement listed. Your data will be handled in accordance with our Privacy Notice.
Vintage Trading is a fast-growing circular economy business on a mission to make it easy and rewarding for people to declutter responsibly. We operate two leading brands: Vintage Cash Cow in the UK and Arcavindi across Europe.
With over 300 employees in the UK and a growing team in Europe, targeting 120 team members this year, we're building a unique operation powered by hundreds of in-house experts in vintage, antiques, and second-hand goods. Together, we’re redefining how people value and recycle the past, helping customers turn unwanted items into money while promoting sustainability and reuse.
As we continue to scale, we’re always on the lookout for talented, passionate individuals to join us in shaping the future of the vintage and re-commerce world!