Job Description

Location: Hartlepool, UK

Salary: 26,000 per year

Job Type: Full-time, Permanent

Leader Online is seeking a passionate, dedicated Customer Services Advisor to join our growing team. As the face and voice of our company, you will deliver exceptional service to boost customer satisfaction and loyalty. In this role, you will consistently demonstrate and role-model our Company Values of

Customer-Centricity, Teamwork, Care and Respect, and Integrity

, ensuring every interaction reflects our promise of a fast, reliable, and outstanding customer experience.

Requirements

Key Responsibilities:

Handle high volumes of inbound calls/emails, addressing orders, complaints and general inquiries Make outbound calls to confirm deliveries, survey satisfaction and upsell/cross-sell products Log all interactions in our CRM, ensuring issues are tracked through resolution Liaise with warehouse, purchasing, logistics and other teams to align on fulfilment and stock Identify process improvements to optimise customer experience Meet response time, resolution and customer satisfaction targets

Essential Qualifications & Experience:

Proven customer service experience, preferably in an ecommerce or direct-to-consumer role Friendly and patient with outstanding communication and troubleshooting abilities Organised and detail-oriented with strong multi-tasking capabilities Self-motivated with the confidence to work independently Passionate about providing best-in-class customer experience Tech-savvy with ability to learn new platforms/systems

What We Offer:

Competitive pay and benefits Growth opportunities and career development Fun, fast-paced team environment Chance to drive customer loyalty in a leading UK ecommerce retailer

Benefits

22 days holiday per year, together with bank holidays, and a scheme to enable employees to purchase an additional 3 days holiday from the Company, or sell back 2 days of holiday to the Company; Length of Service holiday awards: 1 extra day for every 3 years service; Salary sacrifice pension scheme with employer contributions of 3% in line with current statutory requirements; Salary sacrifice Cycle-to-work scheme; Staff discounts on the Leader product range; Subsidised gym membership; Employee Assistance Programme, Access to Wellbeing Advice & Counselling Employee Referral Bonus * 12.50 per hour/26,000 per year