Job Description

Job Title - Customer Service Advisor
Business Unit - DWN
Location - TheDash Group, Redruth, TR15 3RQ
Reports to - Operations Manager
Pay - 12.50 per hour
Hours - Full-time. Monday to Friday. 8.30am to 5.00pm. Saturday cover on rotation.
Purpose
The Dash Group is a fast-growing, people focused business delivering high-quality logistics solutions, fulfilment, gifting and e-commerce services. We pride ourselves on being innovative, friendly and flexible delivering exceptional value to our customers and brand partners.
As our Customer Service Advisor, you will provide outstanding service and support to customers across DWN's portfolio. The role ensures enquiries are handled efficiently, orders are processed accurately, and customers receive a positive experience that reflects the values and quality of The Dash Group.
About DWN
DWN is our dynamic distribution and fulfilment business, specialising in high?quality food gifting, fresh speciality products and e?commerce fulfilment. You will be representing some of our most loved and well?established brands, including:

• The Cornish Hamper Company -- premium Cornish hampers and gifts.
• Devon Cream Teas -- freshly baked cream tea deliveries nationwide.
• The Cornish Pasty Store -- iconic Cornish pasties delivered to your door.
• Dash4it -- the UK's leading specialist for maps and navigation products.

Working for DWN means being part of a busy, supportive and customer?centric environment where no two days are the same. You'll help bring memorable experiences to customers across the UK, all while supporting brands with strong regional heritage and national reach.
Duties & Responsibilities

• Respond to customer enquiries via phone, email, live chat and social media with professionalism and warmth.
• Provide accurate advice on products, orders, deliveries and brand?specific enquiries.
• Handle complaints with empathy, accountability and clear communication.
• Deliver service that reflects each brand's identity while maintaining consistent, high standards.
• Process orders accurately using internal systems and platforms.
• Maintain accurate customer records and ensure compliance with data handling procedures.
• Liaise with warehouse and operations teams regarding stock, dispatch and fulfilment queries.
• Investigate and log customer issues and complaints thoroughly and identify appropriate solutions.
• Escalate complex or sensitive cases to senior team members or managers.
• Work closely with the warehouse team to ensure smooth and accurate order fulfilment.
• Communicate operational issues such as stock shortages, product quality concerns or recurring customer themes.
• Support peak trading periods (e.g., Christmas, Easter, Mother's Day) with flexibility and teamwork.
• Contribute ideas for improving the customer experience and internal processes.
• Carry out other tasks according to the needs of the business.

What We're Looking For

• Previous customer service experience with a customer-centric aptitude.
• Highly organised with strong prioritisation skills.
• Excellent written and verbal communication skills with a friendly telephone manner.
• Strong attention to detail and accuracy when processing orders.
• Ability to remain calm and professional during challenging conversations.
• Comfortable using computers, email and CRM/order systems.
• Adaptable, approachable and committed to delivering exceptional service.

Additional Benefits

• 5.6 weeks holiday entitlement including bank holidays, increasing 1 day per years' service up to 5 years.
• Excellent training and development opportunities.
• Employee discounts on vehicle rentals, hampers and more!

Skills Required