Job Description

Role Overview

Dibor is a premium British homeware and garden brand, known for timeless design, quality craftsmanship, and exceptional service. We are seeking a warm, professional, and detail-driven Customer Experience Executive to deliver outstanding support across all customer touchpoints.

This role is central to maintaining Dibor's high service standards, ensuring every customer interaction reflects the brand's values and enhances long-term loyalty.

Key ResponsibilitiesCustomer Support & Communication

Provide exceptional customer service via email, phone, live chat, and social channels Respond to customer enquiries regarding orders, products, delivery, and returns Resolve issues efficiently and empathetically, ensuring positive outcomes Handle complaints professionally in line with company policies
Order & Aftercare Support

Manage order amendments, cancellations, returns, and refunds Liaise with warehouse and logistics teams to resolve delivery issues Track and follow up on delayed or missing orders Ensure accurate record-keeping across customer interactions
Customer Experience & Brand Advocacy

Act as a brand ambassador, representing Dibor's tone of voice and values Identify recurring customer issues and suggest process improvements Capture customer feedback to support product, service, and website improvements Support peak trading periods with flexibility and efficiency
Systems & Reporting

Use CRM and customer service platforms to manage cases and communications Maintain accurate customer and order records Support reporting on response times, customer satisfaction, and service performance
Skills & ExperienceEssential

Previous experience in a customer service or customer experience role, ideally within e-commerce Excellent written and verbal communication skills Strong problem-solving ability and attention to detail Confident using CRM systems and order management platforms Ability to manage multiple enquiries in a fast-paced environment
Desirable

Experience in premium retail or lifestyle brands Knowledge of returns, refunds, and consumer rights (UK) Experience supporting customers across social media channels
Personal Attributes

Friendly, empathetic, and customer-focused Calm under pressure with a solutions-driven mindset Organised and reliable Team-oriented with a positive attitude Passionate about delivering excellent customer experiences
What We Offer

Competitive salary dependent on experience Supportive and collaborative working environment Opportunity to contribute to service improvements and growth Staff discount and benefits
Job Type: Full-time

Work Location: In person