We're a growing e-commerce business specialising in high-quality fabrics, haberdashery, and sewing supplies. Known for our friendly, knowledgeable service, we help makers across the UK create beautiful things. We are an established family business, and this is a fantastic opportunity to join a small, close-knit team and have a real impact.
The Role:
We're looking for a proactive, experienced Senior Customer Service Executive who thrives on helping people. You'll handle everything from daily customer enquiries to problem-solving when things go wrong, turning issues into positive outcomes. You'll need a calm head, a friendly tone, and a natural ability to multi-task and prioritise.
This isn't a hard sales role, but we do want someone who can suggest alternatives and spot opportunities to improve the customer experience.
Key Responsibilities:
Be the first point of contact for customers via phone, email, and in person
Handle escalated queries or complaints with empathy and efficiency
Offer alternatives or recommend products when items are out of stock
Liaise with warehouse and office teams to ensure smooth resolutions and that orders are dispatched on time
Maintain accurate records and communications across platforms
Organise couriers for both UK and international deliveries
Look after visitors when they come onsite
Take payments over the phone and organise customer refunds
Manage returns and the damaged stock process with suppliers
Identify patterns in feedback and help shape improvements in process
Be a positive presence in the office, supporting the broader team as needed
Tech & Tools You'll Use:
Gmail and Google Workspace (Docs, Sheets, Drive)
Microsoft Excel and Word
Shopify (training provided if needed)
Our internal order and stock systems (full training given)
What We're Looking For:
Previous customer service experience, ideally in e-commerce (but not essential)
Strong communicator -- clear, warm, and professional in tone
Outstanding communication skills -- both written and verbal -- with the ability to represent the Croft Mill tone of voice
High attention to detail, particularly in spelling and grammar
Excellent organisational and decision-making skills
Quick to learn systems and confident with everyday tech tools
Organised and able to manage multiple priorities
Friendly, down-to-earth, and genuinely enjoys helping people
Interest in textiles, sewing or handmade products is a bonus, but not essential
Why Join Us?
Join a small, dedicated team that cares
Opportunity to grow
Staff discounts and other perks
Your voice will be heard -- we value ideas and initiative
Job Types: Full-time, Permanent
Pay: 25,000.00-29,000.00 per year
Benefits:
Employee discount
Free parking
On-site parking
Store discount
Schedule: