Join T.M. Lewin and be the voice of exceptional customer experiences
We're looking for an enthusiastic Customer Service Agent to join our Customer Experience team on a 3 month fixed term contract basis ideally starting on 27 October 2025. In this role, you'll be at the heart of our customer interactions, helping shoppers every step of the way.
What You'll Do:
* Respond to customer queries via the Gorgias ticketing system.
* Provide real-time support through Live Chat to assist customers with their shopping journeys.
* Access and update order information through the Warehouse portal, liaising directly with Warehouse admins when needed.
* Work with UK and international delivery partners to resolve delivery queries and accurately log interactions.
* Use the Loop portal to manage returns and resolve customer issues efficiently.
What We're Looking For:
* Excellent listening and written communication skills.
* Familiarity with Microsoft Excel, Outlook, or similar customer communication tools.
* A proactive mindset with strong time management skills.
* Motivation to meet KPIs and contribute to team goals.
* Previous retail customer service experience is a plus, but not essential.
What We Offer:
* Salary in line with the Real Living Wage for London (currently £13.85 per hour)
* 25 days holiday plus bank holidays (pro rata)
* Hybrid working (typically 60% of contracted time in the office)
* Working hours 37.5 per week (Mon-Fri 09:30 - 18:00 with one hour lunch break)
* Staff discount on TM Lewin: 60% full price, 30% sale items
* Birthday day off (as applicable depending on start date)
* Other benefits applicable if the role is extended or made permanent in future
About TM Lewin:
Founded in 1898, TM Lewin is a heritage British menswear brand, renowned for quality tailoring, shirts, and contemporary style. With a reputation for innovation and craftsmanship, we are expanding our retail presence with new store openings in London.
We welcome applications from everyone, but due to high volume, we may not be able to respond to all candidates individually. Thank you for your interest in T.M. Lewin
Job Types: Full-time, Fixed term contract
Contract length: 3 months
Pay: Up to £27,500.00 per year
Application question(s):
* Can you start work by Monday 27 October 2025?
* Are you comfortable working in a fast-paced retail environment?
* Have you worked with customer live chat or ticketing systems before?
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in London WC2N 4JS