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