Job Description

Warehouse office based (with close collaboration with HQ office team)

Treats Studios

At Treats Studios, customer experience sits at the heart of everything we do, from the moment an order is placed to the moment it arrives at the door. We're looking for a warm, organised and proactive

Customer Experience Assistant

to own day-to-day customer communications and help deliver the thoughtful, considered experience Treats is known for.

This role is fully focused on customer service and communication, working closely with our warehouse and operations team to resolve queries smoothly and efficiently.

Working Environment

Primarily based in our warehouse office, with close collaboration with the HQ office team Fast-paced, customer-first environment Increased volume during launches, promotions and peak periods (e.g. Christmas)

Key Responsibilities

Customer Service

Respond promptly and professionally to customer enquiries via our

customer service platform

, email and social channels (including DMs) Manage returns, exchanges and replacement requests accurately and efficiently Resolve customer concerns with warmth and initiative, escalating where appropriate Monitor, manage and respond to customer reviews and feedback across platforms such as

Trustpilot

Maintain customer service trackers and reports, flagging recurring issues or trends to support operational improvements Work closely with the warehouse team to resolve delivery, fulfilment or stock-related queries Liaise with HQ teams where needed to ensure a seamless end-to-end customer experience

About You

Friendly, calm and confident communicator Highly organised with strong attention to detail Proactive problem-solver who enjoys helping customers Comfortable working in a fast-paced e-commerce environment
Job Types: Full-time, Permanent

Pay: From 24,420.00 per year

Benefits:

Employee discount
Work Location: In person