Overview
Join to apply for the Customer Experience Advisor role at Neptune.
At Neptune, we believe a home should be a sanctuary that welcomes you in, inspires you, and tells your story. This belief shapes our approach to customer care: thoughtful, composed, and always sincere. We’re looking for a Customer Experience Advisor to join our growing team. This role is about being a calm, trusted voice for our customers and retail partners, offering guidance and support at every stage of their journey with Neptune.
Every day you’ll make a real difference to our customers and our internal teams, by:
* Being a welcoming first point of contact across all our Customer Experience channels – from calls and emails to live chat, responding with warmth, professionalism and care.
* Listening carefully to enquiries and sharing clear, accurate guidance on our collections and services, so customers and partners feel confident and supported.
* Looking after service requests from our partners, keeping detailed notes, scheduling actions and coordinating with third parties to make sure everything runs smoothly.
* Reaching out to customers when needed – whether that’s to keep them updated, arrange deliveries, resolve a concern or offer support that helps our Customer Experience channels grow.
* Building strong, collaborative relationships with our Support Office teams and working closely with our store partners on a one-to-one basis.
* Taking care of day-to-day administration using our internal systems and external platforms, keeping everything organised and up to date.
* From time to time, being a friendly face in our stores – welcoming guests, offering guidance and making every visit feel special.
Requirements / Qualifications
To thrive in this role, you’ll bring warmth and confidence in engaging with people, a positive and practical approach to solving problems, and experience in a world-class retail or customer service setting. You’ll be articulate with first-class communication skills and possess excellent written and verbal English. You should be comfortable with the essentials, including confidence with Microsoft Office (Word, Excel and Outlook in particular). An eye for detail and the ability to think things through with clarity and care are important. This role suits someone who takes pride in clear communication and has an intuitive way with people.
Flexibility & Working hours
Our Customer Experience Advisors work flexibly, including evenings and weekends, to be there when we’re needed most. This role is 40 hours per week, across 5 days, between 8am and 8pm, Monday to Sunday.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Customer Service
Industries
* Administrative and Support Services
Benefits
* Generous Holiday Allowance
* Life Assurance
* Company sick pay
* Enhanced maternity and paternity leave
* Cycle to work scheme
* Generous new item and outlet discounts
* Discounted gym membership
* Competitive salary
* Perkbox: Wellbeing Hub and Retail Discounts Portal
* Your birthday day off
* Day off if you become a Grandparent
* Two paid volunteer days a year
* A week off to celebrate a life event
* Refer a friend scheme
* Long service holiday allowance increase
* Training Workshops
Across all locations, Neptune stays united by our company values: Do The Right Thing, Do It Together, Aim High and Keep It Real. Neptune is committed to a diverse and inclusive work environment where all employees have equal access to opportunities and everyone’s voices are heard.
Location: Swindon, England, United Kingdom
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