Job Description

About Us

At Nkuku, we create beautifully handmade home and lifestyle products. Working with artisans around the world, we blend timeless design with traditional craftsmanship and natural materials. Everything we do is shaped by our core values: Natural, Crafted, and Ethical - from the way we design to how we source and produce.



We're a certified B Corp, which means we believe business can be a force for good - creating beautiful products whilst doing right by the people we work with and the planet we rely on.



As a Real Living Wage Employer, we make sure everyone in our team is paid fairly and respectfully, based on the real cost of living. For us, it's a simple but important part of doing the right thing.



Nkuku has a strong sense of family at its heart. Our culture is warm, collaborative and down-to-earth, with a shared commitment to doing things properly - with care, creativity and purpose.

About you:

We are looking for someone with great personality, personable and caring who enjoys a challenge and works well under pressure. You need to be a team player and must like to help people, with the ability to convey that over the phone or in written communications.



We're an ethical and inclusive employer so want you to feel free to be yourself, also possessing the ability to bring our core values alive in everything you do.

About this role:

This is a fixed term role until 31st January 2026 - with roles for full time or part time.



Reporting to the Customer Care Supervisor we're looking for a Customer Care Advisor to join our friendly team, in our offices in Dartington. We offer Hybrid working, but you will be required to work in the office 2 days per week, apart from the training period when you will be required to be in the office every working day. You will be required to work over Monday to Friday, 9am to 5:30pm and also Sundays on a rota. You will be working as part of the customer care team to ensure that emails and phones are answered promptly that customer orders and returns are managed effectively and efficiently through the system, as well as offering assistance to general office management.



It's therefore essential that you can offer excellent service, effectively recording information to help improve and shape, service for the future.

About your key responsibilities:

Prioritise and process customer orders and requests submitted by telephone and email Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products Input and process orders received through phone, email and chat, upselling products to ensure maximum efficiency. Take payments safely and securely, following all relevant legislation Process customer returns, credits and replacements accurately ensuring stock and finance is managed correctly. Learn how to use database systems and technology to deliver great customer care Check product availability for customer orders and order or restock items if necessary Communicate with customers about their orders, including any delays or changes in delivery Work with the wider business and sales team to drive sales results and communicate about sales campaigns

About your skills and knowledge:

Good level of customer care experience within customer facing role, ideally within a call centre environment. Ability to work as part of a team, under pressure, all with a can-do attitude Ability to maintain a high degree of professionalism even under pressure Work to deadlines through prioritising your work logically, helping to find solutions to sometime complex scenarios/problems Have a can-do attitude, be open minded and flexible in approach Highly organized, efficient as well as offering a high attention to detail and keep accurate records Strive to offer the best customer service. Be friendly and patient with great listening skills. Be computer literate and confident in your experience with using Microsoft packages, including Excel (basic), work and Outlook. Although not essential, previous experience within a customer focused business and use of Khaos Control (ERP system) is advantageous Good communication skills - personable and good telephone manner Ability to embrace a more relaxed environment, without relaxing the standards.




About your Benefits:


A competitive salary and incentives 25 days holiday per year BUPA healthcare Plan and Employee Assistance Program Life cover Insurance Company Cycle to work scheme Great team discounts on Nkuku products and within the Cafe Paid Charity Volunteering Days Charitable Giving Program Benefits Hub - a discount marketplace for many well-known High Street Brands Reciprocal Discounts with other likeminded companies Fitness Classes We're a growing business that encourages our people to grow with us. * To be around like-minded people who want to offer great service within a relaxed, friendly and ethically conscious environment.