Job Description
Hush is an ambitious and distinctive fashion brand, with plans to double the business over the next few years. Founded 21 years ago, we are now established as one of the UK’s leading online fashion retailers. We employ around 130 employees across head office and retail, creating and selling a beautiful range of women’s clothing and accessories characterised by effortlessness, simplicity and a laidback sense of style. Despite the challenges to the retail industry, Hush has continued grow – and our company culture still reflects our entrepreneurial roots and relaxed aesthetic. We love hard-working and talented people with a can-do attitude and a passion for what they do.
About the role
We’re looking for a Customer Services Operations Executive to play a key role in driving excellence across our customer services function. Acting as the right hand to the Senior Customer Services Manager, you’ll help ensure our customers receive the very best experience - every time.
In this role, you’ll combine operational know-how, analytical skills, and a passion for customer care. From monitoring performance and identifying ways to improve processes, to handling escalated queries and supporting the team with training and tools, you’ll help us deliver both efficiency and quality.
What you'll do
* Monitoring and reporting on customer service KPIs, spotting trends and opportunities to improve.
* Acting as the first point of escalation for complex queries, ensuring swift, high-quality resolutions.
* Supporting and deputising for the Senior Customer Services Manager where needed.
* Partnering with Technology, Ops & Logistics to optimise systems, workflows and tools.
* Leading on training, onboarding and supporting the development of the customer services team.
* Managing key operational processes including order adjustments, refunds, exchanges and awaiting stock.
What you'll bring
* Proven experience in customer services, with a strong operational mindset (ideally in retail).
* A collaborative team player with excellent communication and people skills.
* Confident using customer service systems, with a knack for data and reporting.
* Highly organised, detail-driven, and always looking for ways to improve processes.
* A proactive problem solver who puts the customer at the heart of every decision.
* Genuine passion for fashion and delivering exceptional customer experiences.
Why you’ll love it here
🎉 A supportive, dynamic, and creative workplace.
🚀 Growth opportunities as we expand and innovate.
🏖️ Generous holiday allowance with flexible hybrid working options.
📚 Continuous professional development to keep you ahead of the curve.
🍻 Social events that celebrate our collective achievements.
💪🏼 Early-finish Fridays and flexible hours for a better work-life balance.
✨ Exclusive company discounts and perks.
Our Commitment
At Hush, we embrace diversity as a strength that drives innovation and creativity. We are dedicated to building an inclusive workplace where individuality is celebrated, and everyone feels empowered to succeed. Our culture reflects our commitment to equal opportunities and respect for all.
If you’re ready to shape the future of a leading fashion brand and make your mark, apply now!
No agencies please.