Job Description
WHAT IS IN IT FOR YOU?
* Permanent role
* Gateshead location
* Up to £35K per annum
* Monday to Friday, 9am–5pm
* Hybrid working: Up to one optional work-from-home day per week
* Personal and company performance-related bonuses
* Private medical cover via WPA
* Dental cover via DenPlan
* Staff discounts across stores
* Cycle to Work scheme
* Personal learning & development budget with allocated time
* Regular 1-2-1s, appraisals, and salary reviews
* Statutory holiday allowance, plus one additional day per year of service (capped at 5)
* Free on-site parking
* Complimentary drinks, fresh fruit, and snacks
* Two fully fitted kitchens
* Shower facilities
THE BUSINESS
Our client is a growing ecommerce business based in Gateshead. We are looking for a senior-level Customer Services Advisor with strong customer retention and complaint-handling experience to join the organisation.
This is a hands-on role for someone confident dealing with complex customer issues and protecting long-term customer value, this is not a scripted call-centre position.
This is a Senior role with genuine autonomy and trust, there is no weekends or shift work connected with the position. You will be placed in a position to make a direct impact on customer loyalty and brand reputation
THE ROLE
* You'll manage customer enquiries across email, live chat, and telephone, taking full ownership from first contact through to resolution.
* Retaining customers who are unhappy or at risk of leaving
* De-escalating complaints calmly and professionally
* Handling refunds, replacements, delivery issues, and quality concerns
* Using sound judgment to balance customer satisfaction with commercial awareness
* Managing tickets efficiently via Zendesk
* Identifying recurring issues and feed improvements back to the team
* Representing the brand with clarity, empathy, and confidence
THE PERSON
* This role requires experience, confidence, and good judgment. You should be comfortable working autonomously.
* Several years' experience in ecommerce customer service
* Proven experience in customer retention and complaint resolution
* Strong written and verbal communication skills
* Experience using ticketing systems (Zendesk preferred)
* A calm, solutions-focused approach under pressure
* Strong commercial awareness
* Magento experience is preferred but not essential
* From a premium ecommerce background is also advantageous
TO APPLY
Please send your updated CV to Tony Hutchinson or apply direct by calling Westray Recruitment Group