Job title: Customer Service Advisor
Location: Brigg, North Lincs
Reporting to: Customer Service Team Leader
Salary: up to £23,500 per year
Shift and schedule: 8am-5pm 4 day week (day off on rota Wed-Fri)
About Us and the Role
Wrendale Designs is an award-winning producer of greeting cards, stationery and giftware (with a love for animals, tea and biscuits, stationery and the great outdoors). We pride ourselves on our high-quality design led products that generate a genuine sense of pleasure to see, hold and own. We are looking for a Customer Service Advisor to join our fast-paced Customer Service team. The successful candidate will be the main contact for customer enquiries and orders.
Company Vision
Wrendale aspires to be one of the best giftware brands globally and a household name across the world. We hope our customers who form part of the wider Wrendale community will love the brand not only for the products which are high quality, sustainably sourced, rich in unique detail, and always deliver a smile but also for the whole 'Wrendale experience'. This encompasses all-around excellence from creative marketing and beautiful packaging to world class customer service. The success and sense of achievement is shared by an exceptional team who together form the core of the 'Wrendale Family', committed to delivering the vision and creating a happy and fulfilling environment.
Key responsibilities
* Manage the shared inboxes by either forwarding or responding to all types of correspondence in a timely manner.
* Be responsible for maintaining the company CRM system by actively following up customer service issues, using and maintaining dashboards, and issuing and following up tasks.
* Provide support to our customers via phone calls and chatbot working within the set SLA.
* Report any complaints to the relevant person i.e., QC or sales and ensure the root cause has been investigated and any process changes are made.
* Respond to any complaints in a positive manor ensuring that the Wrendale brand is in the forefront of everything we do.
* Accurately input orders sent in via email.
* Take telephone orders and payment.
* Liaise with the marketing team with regards to customer surveys, looking for feedback for areas of improvement and to follow up on the responses.
* Liaise with 3 Parties providers, such as couriers' services and Portmeirion.
Essential skills and experience
* Have a positive attitude and a personable phone manner.
* Excellent administrative, organisation and communication skills
* Be a competent user of Microsoft office software and CRM systems.
* Must have previous experience in customer service.
* Be able to multitask and remain calm when working under pressure.
* French/ Italian/German written/spoken advantageous however not essential.
* Detail oriented
* Ability to work well within a team and work independently.
Benefits
* 4-day working week
* Discount on Wrendale products
* Regular paid social events
* Employee assistance programme (Simply Health) available after probation
* Opportunities for professional development
* A supportive and collaborative work environment
We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
As part of our commitment to ensuring our recruitment process is inclusive and accessible, we are able to provide information in accessible formats (for example, large print) and we accept applications in alternative formats (for example, electronically/dictation) if needed.
Job Type: Full-time
Pay: Up to £23,500.00 per year
Benefits:
* Company events
* Company pension
* Employee discount
* Free parking
* On-site parking
* Store discount
Application question(s):
* Have a strong grasp of the English language, being able to use the correct grammar and punctuation when responding to enquiries..
Experience:
* Customer service: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Application deadline: 29/08/2025