Job Description

Location:

Hybrid - based in Wolverhampton / West Midlands (with some remote flexibility)

Contract:

Fixed-term maternity cover (approx. 9-12 months)

Hours:

Full-time preferred (Mon-Fri), part-time considered for the right candidate

Start date:

January 2026 (handover and training in November/December 2025)

About Us

We are an exciting homeware online retailer, established in 2011 here in the West Midlands.

We're looking for a

Customer Service & E-Commerce Operations Assistant

to join our small, passionate team and deliver an exceptional customer experience while providing vital operational support during maternity cover.

The Role

You'll be the friendly, knowledgeable voice behind Yester Home -- helping our customers with their orders, managing returns and replacements, and ensuring smooth order flow between our online store, warehouse, and couriers.

This is a hands-on role where you'll combine empathy, efficiency, and attention to detail -- perfect for someone who loves great design, enjoys helping people, and takes pride in keeping things beautifully organised.

Key Responsibilities

Customer Service

Respond to customer enquiries via email, live chat, phone, and social media (Instagram, Etsy, Shopify) Provide product advice, order updates, and after-sales support with warmth and professionalism Handle returns, replacements, and warranty queries with care and brand-aligned tone Manage customer feedback and reviews, ensuring issues are resolved promptly

E-Commerce Operations

Process and monitor orders via

Shopify

and

Linnworks

Liaise with our warehouse / 3PL partner and couriers Update product and order information (e.g., tracking numbers, stock alerts, notes) Prepare simple reports on returns, courier delays, or common support themes

Brand & Communication

Maintain the Yester Home tone of voice -- warm, elegant, and confident Support the marketing team with customer-related insights and stories Occasionally assist with social replies or influencer enquiries

About You

You're naturally organised, calm under pressure, and genuinely enjoy helping others. You have a sharp eye for detail and can manage multiple systems without missing a beat.

Essential Skills:

1-2 years' experience in customer service or e-commerce operations Excellent written communication (confident, clear, brand-aware) Experience using

Shopify

or a similar e-commerce platform Strong admin and multitasking skills

Desirable Experience:

Familiarity with

Linnworks

or courier platforms (DHL Express Commerce, Evri, UPS) Understanding of online fulfilment workflows (orders, returns, DDP/IOSS basics) Interest in interiors, design, or homeware

Why Join Us

Work with a small, friendly, and creative team that values craftsmanship and great customer experience Gain insight into the full e-commerce process -- from order to delivery Flexible working and a warm, down-to-earth culture Opportunity to contribute to a beautiful British brand during an exciting period of growth
Job Type: Fixed term contract
Contract length: 12 months

Pay: From 12.60 per hour

Benefits:

Employee discount Free parking On-site parking Work from home
Work Location: Hybrid remote in Bilston WV14 0QL