Job Description

About the Role

We are looking for a Customer Success Executive to take ownership of customer experience across our business. This role focuses on delivering excellent service, resolving customer issues, and driving retention and repeat sales.

This is a hands-on position within a fast-growing retail and e-commerce business, involving customer support, sales follow-ups, in-store cover, and operational support during peak times.

Key Responsibilities

Customer Service & Support

Manage customer enquiries via telephone, email, webchat, and social media Handle issues including missing items, leaks, damaged goods, and delivery queries Investigate and resolve issues efficiently, liaising with couriers and internal teams Process refunds, replacements, and goodwill resolutions in line with company policy Provide product advice to new and existing customers
Customer Success & Retention

Proactively follow up with customers to ensure satisfaction Drive repeat business through relationship building and recommendations Turn service issues into positive customer experiences
Sales & Account Support

Support sales through follow-ups and upselling Assist with managing trade or repeat customers Identify opportunities to increase customer lifetime value
In-Store & Operations Support

Provide daily lunch cover and customer-facing store support Assist with picking and packing during busy periods Support wider business operations as required

Requirements

Requirements

Minimum 3 years' experience in a customer service, sales, customer success, or similar role Proven experience handling customer issues and complaints Comfortable working across multiple communication channels Strong organisational and communication skills Adaptable, proactive, and willing to be hands-on

What We Offer

A varied and engaging role with responsibility Opportunity for career growth Supportive team environment Competitive salary based on experience

Salary Package

Base salary:

26,000 - 30,000 per annum
Bonus:

1,000 - 3,000 annual performance bonus
Total OTE:

27,000 - 33,000
Job Types: Full-time, Permanent

Pay: 26,000.00-30,000.00 per year

Benefits:

Company pension Employee discount On-site parking
Experience:

Customer Service or Sales: 3 years (required)
Work Location: In person