Job Description

We have an exciting opportunity for a new addition to our Customer Happiness team at Lucy & Yak!


As part of our Customer Happiness team you'll be delivering outstanding customer service to Lucy & Yak customers and providing comprehensive support across all customer-facing areas of the business. As well as answering any and all customer queries, you'll work closely with our team and other departments within the business to find innovative ways to improve our service.


This is a great opportunity to join a forward-thinking company who cares about people and planet. If you think this role could be for you, then we would love to hear from you.

Key Responsibilities

What you'll be doing:



Responding to customer enquiries across a number of channels using customer relationship management systems, email and social media. Identifying and addressing customer needs while working independently. Collaborating with fellow team members to share insights and identify opportunities for improving the service provided by Lucy & Yak. Utilising ecommerce software to resolve customer issues - for example; processing replacement orders, refunding returned items and amending orders in a timely manner. Communicating with teams across the business to problem solve and work together to improve our service and processes. Gathering feedback and requests from customers and communicating them effectively to the relevant teams. Providing an amazing, personalised experience to each customer. Effectively solving day-to-day customer concerns and issues.

Key Skills & Experience

What you need:

Proven experience within a customer service environment - knowledge of ecommerce platforms or customer relationship management systems such as Shopify or Gorgias would be beneficial. Excellent communication skills - this is a must as you'll be answering messages across a number of channels and chatting with our customers day to day. Independent problem solving skills - you'll be solving day to day concerns from customers while working remotely. Passion - it'll be your job to talk to Lucy & Yak lovers about our products, ethos and values. Resilience - it can be busy at times, so you'll need to be organised, proactive and work well under pressure. Digital skills - typing experience is beneficial! And you must be confident in using social media. Experience with Google systems such as Gmail, Google Groups, Meet and Drive is preferred. Motivation - working from home can be a great thing, but you'll need to be able to motivate yourself!

The details

Salary 23.4k Hybrid working, based both inside and outside of our Barnsley Distribution Centre Permanent full-time role 4 day/30 hour week with full time salary * Vitality healthcare package