Overview
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Description
Welcome to Disturbia. We're an independent, subculture-led fashion brand creating unconventionally authentic attire for a global community of kindred spirits who think and act outside the box of normalcy.
Application Deadline: 1 October 2025
Department: Customer Service
Location: Cramlington
We are seeking a dynamic and customer-focused individual to join our team as a Customer Service Advisor. The ideal candidate will have excellent communication skills, demonstrating confidence and professionalism in every interaction. You should be ambitious, eager to grow within the fashion industry, and passionate about delivering exceptional service to our customers. If you thrive in a fast-paced environment and have a keen eye for detail, we encourage you to apply and become a vital part of our team.
Key Responsibilities
* Resolving customer queries using the following channels: Telephone, email, live chat and social media inboxes.
* Working to KPI’s to ensure all customer service enquiries are responded to and resolved in a timely manner whilst maintaining customer experience expectations
* Deliver a first class service to all customers across all platforms, ensuring positive resolutions and overall customer satisfaction
* Assisting the Customer Experience Manager in providing support, coaching and development for all Customer Experience Advisors
* Replying to customer questions and reviews via relevant channels (Trustpilot, Yotpo)
* Daily order checks to ensure fulfilment can be achieved
* Processing refunds, gift cards and discount codes in line with customer expectations and with a high degree of accuracy
* Populate daily operational reporting logs to allow for strategic growth
* Feedback any distribution issues to line manager or order to allow for feedback throughout the wider company
* Liaising with our distribution center and external partners to investigate and resolve shipping related enquiries
* Propose new ideas and workflows for consideration with the aim of promoting efficiency and elevated levels of service
* Other ad hoc responsibilities as required
Skills, Knowledge and Expertise
* 3+ Years experience in a similar customer service role
* Skilled in IT with experience in Excel, Google Sheets and CRM software
* Able to handle multiple enquiries across phone, email and live chat whilst working to KPIs
* Strong organisational skills with the ability to multitask whilst working under pressure and meet deadlines
* Excellent communication skills, both with customers and the team maintaining a professional and friendly demeanor
* Proven ability to resolve customer complaints or issues efficiently and effectively
* Demonstrating you naturally enjoy helping others and are service-oriented, keeping the customer’s wants and needs at the forefront
* Being open to new ideas, continuously challenging the norm to aid development and growth within the team and wider business
* A willingness to work evening and weekend shifts
Benefits
* 21 days of annual leave, including bank holidays. Increasing with each year of service up to 27 days
* Enhanced working from home with shift work
* Annual leave purchase scheme
* Birthday treats
* Store discount
* Cycle to work scheme
* Quarterly social fund
Inclusivity is a guiding principle in the culture at Disturbia, whether for our employees, customers or suppliers. We have created an environment where our people feel valued, respected and celebrated for their unique qualities and perspectives. We are committed to prioritising our awareness, constantly learning and growing as we strive to create a more inclusive and empowered future for all we cross paths with. Our commitment to belonging is woven into the fabric of our company values, driving us to always support diversity and inclusivity as we celebrate the magic in everyone.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
* Industries
* Retail Apparel and Fashion
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