Company Description
Terra Nova Equipment Ltd is an award-winning British company based in Derbyshire, renowned for developing, designing, and manufacturing best-in-class outdoor gear, including tents, packs, sleeping bags, hats, gloves, gaiters, and socks. Brands under Terra Nova Equipment include Terra Nova, Wild Country, and Extremities. The company is recognised by several Guinness World Records and numerous industry awards for its innovation, design, and pushing the limits of fabric and material technology to produce high-quality gear for the outdoor market.
Role Description
This is a full-time, on-site role located in Clay Cross for a Customer Care Executive. The Customer Care Executive will be responsible for handling customer inquiries, resolving complaints, providing product information, and ensuring customer satisfaction. Daily tasks will include communicating with customers via phone, email, or in person, offering sales support, and maintaining accurate records of customer interactions. The role requires excellent communication and problem-solving skills to effectively address and resolve customer issues.
What you'll do
* Be the first point of contact for product, order, delivery, and stock enquiries across phone, email, and web.
* Investigate and resolve issues with a calm, solution-led approach; communicate proactively about delays and options.
* Take ownership of after-sales care: returns, credits, repairs, replacements and warranty claims - keeping customers updated throughout.
* Liaise with internal teams to provide accurate information and align customer expectations with operational reality.
* Maintain accurate records in our customer service and order systems, and support light upsell where appropriate.
What you'll bring
* 2+ years' experience in customer service or order administration.
* Clear written and verbal communication; strong interpersonal and conflict-resolution skills.
* Excellent attention to detail; able to juggle multiple priorities.
* Confident with MS Office; familiarity with CRM, WMS/ERP systems (e.g., MJM WMS, Pegasus Opera) is a plus.
* Calm under pressure, organised, and committed to continuous improvement and great CX.
Nice to have:
Outdoor gear knowledge, experience handling repairs/warranty workflows, and ecommerce customer care.
Package & working pattern
Salary: £27,500–£28,350 DOE
Hours: Mon–Fri, 08:30–17:00. No weekends or UK bank holidays.
Benefits: Free on-site parking; free hybrid car charging; Employee Ownership Trust (EOT) team bonus after 12 months; standard holidays.
Culture: We're an Employee-Owned Trust (EOT) - everyone has a stake in our success.