Job Description

The company is based in Long Eaton, near Nottingham, in the factory we have occupied for the best part of a century. We continue to draw on the traditional clothing techniques and expertise of the Nottingham area where the company was founded back in 1860. We also have offices in London, where the marketing, online and wholesale team reside.


We have always been innovators, with a history of introducing new garments and developing our own unique fabrics. Today we draw on our rich heritage to create clothes that are both timeless and modern.


We are always on the lookout for interested, knowledgeable individuals with a passion for craftsmanship and exceptional customer service. If you'd like to speculatively send through your CV, we'll always consider you when a suitable position does become available.

To apply, please send your CV and covering letter to

recruitment@sunspel.com

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Customer Service Representative (Long Eaton)

The Role

We are looking for an experienced Customer Service Representative, to join the team on a full-time basis.


The role of Customer Service Representative is essential in providing an excellent shopping and service experience to all our customers. The Customer Services Representative will work within a team to ensure accurate, on time and safe delivery of all orders, as well as driving sales and answering customer enquiries via phone, email and live chat. It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we make customer satisfaction a priority at all time.

Key Responsibilities

Providing excellent customer service is a pivotal part of this role. A large proportion of the role is email based which will require the customer service representative todeliver a high level accurate full response. You will communicate with customers via the phone, email and live chat. Work with the warehouse and carriers to ensure that the customer has the best delivery experience. Liaise with couriers to locate lost or missing parcels. Aid with the supervising and maintaining of the customers online shopping journey, ensuring imagery, descriptions, FAQ's and content are correct. Look to where at all possible establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases. Fraud checking and processing all orders that come through the website. Process returns and refunds in a timely manner. Confidently liaising with members of the team from other departments, including merchandising, marketing, production and store retail staff.

Experience and Skills

Proven track record of working effectively and efficiently within a customer service environment. Experience with an online luxury retailer would be beneficial. Good administration and numerical skills. Excellent IT skills, including Outlook and Microsoft. Experience with using Freshdesk and Shopify would be beneficial. Passionate about your work with a 'can-do' attitude. Excellent verbal and written communication skills. High level of attention to detail Well organised, systematic and logical. Highly motivated with a disciplined approach to problem solving.

Please note that this is a full-time, on-site position. The role involves working 37.5 hours per week on a rota basis, with shifts scheduled across seven days (including two rest days per week). Typical shift patterns are:

8:00am - 4:00pm 9:00am - 5:00pm 10:00am - 6:00pm

To apply please send a CV and covering letter to:

recruitment@sunspel.com