WHAT IS IN IT FOR YOU?
1. Permanent role
2. Gateshead location
3. Up to £35K per annum
4. Monday to Friday, 9am–5pm
5. Hybrid working: Up to one optional work-from-home day per week
6. Personal and company performance-related bonuses
7. Private medical cover via WPA
8. Dental cover via DenPlan
9. Staff discounts across stores
10. Cycle to Work scheme
11. Personal learning & development budget with allocated time
12. Regular 1-2-1s, appraisals, and salary reviews
13. Statutory holiday allowance, plus one additional day per year of service (capped at 5)
14. Free on-site parking
15. Complimentary drinks, fresh fruit, and snacks
16. Two fully fitted kitchens
17. 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
18. You'll manage customer enquiries across email, live chat, and telephone, taking full ownership from first contact through to resolution.
19. Retaining customers who are unhappy or at risk of leaving
20. De-escalating complaints calmly and professionally
21. Handling refunds, replacements, delivery issues, and quality concerns
22. Using sound judgment to balance customer satisfaction with commercial awareness
23. Managing tickets efficiently via Zendesk
24. Identifying recurring issues and feed improvements back to the team
25. Representing the brand with clarity, empathy, and confidence
THE PERSON
26. This role requires experience, confidence, and good judgment. You should be comfortable working autonomously.
27. Several years' experience in ecommerce customer service
28. Proven experience in customer retention and complaint resolution
29. Strong written and verbal communication skills
30. Experience using ticketing systems (Zendesk preferred)
31. A calm, solutions-focused approach under pressure
32. Strong commercial awareness
33. Magento experience is preferred but not essential
34. 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