Job Title: Customer Service Advisor
Contract Type: Full Time Fixed Term until 31/10/2026
Who We Are
Founded in 1997 by Joyce and Bryce Gibson, Direct Soccer is the UK’s leading specialist in custom football teamwear. A family-owned business, we support grassroots clubs across the country with the fastest fulfilment in the industry. We’re proud to be the number one UK partner for adidas, Mitre, and Joma, and in the top-tier for Nike.
We’re a fast-growing SME known for embracing bold ideas and using technology to work smarter. From our AI-driven inventory planning to Scotland’s first AutoStore robotic warehouse, we continually invest in innovative solutions that make us more efficient, scalable, and future-ready.
Our bespoke website is the most advanced in the teamwear industry, enabling full kit customisation online without customer service involvement.
We’re exploring new AI applications across our operations, giving you exposure to cutting-edge tools and strategic innovation initiatives.
Our commitment to innovation has been widely recognised. At the Courier Business Awards 2025, we were shortlisted in several categories, including Innovation & Technology, and proudly won Medium to Large Business and Overall Business of the Year.
Our culture is down-to-earth and hard-working, shaped by multigenerational family leadership who lead by example. You’ll be trusted, challenged, and given genuine ownership from day one.
At Direct Soccer, we’re looking for a confident and proactive Customer Service Advisor to be the friendly, knowledgeable first point of contact for our customers. Whether it’s helping clubs with their orders or supporting individual customers with product queries, you’ll play a key role in ensuring every interaction is smooth, efficient, and supportive.
You’ll also work cross functionally with other areas including Club Shops, Buying, Warehouse and Production, gaining insight into the full customer journey.
What You’ll Do:
* Engage with customers through email, social media messaging and calls, handling enquiries with professionalism and care.
* Take full ownership of each customer journey, ensuring accurate and timely resolutions.
* Manage high volumes of communication while maintaining consistency and attention to detail.
* Accurately log customer interactions and outcomes using our CRM and ERP systems.
* Collaborate with colleagues throughout the business to achieve team goals.
Who We’re Looking For:
* Self-driven, motivated, and eager to learn in a fast-moving e-commerce environment.
* A clear and confident communicator with excellent written and verbal skills.
* A problem-solver who can think independently and take initiative.
* Highly organised and comfortable multitasking across systems.
* Commercially aware with a strong sense of ownership.
* Previous experience in an e-commerce customer service role is preferred.
The Benefits of Working at Direct Soccer
* Supportive Team Culture - Join a collaborative, fast-paced environment where your ideas are valued.
* Quarterly Work Events - Enjoy regular team socials and activities.
* Additional Benefits - On-site parking, training and skill development.
Equal Opportunity Statement
Direct Soccer is committed to diversity and inclusivity in the workplace.