Job Description

WHAT IS IN IT FOR YOU?

• Permanent role
• Gateshead location
• Up to 35K per annum
• Monday to Friday, 9am-5pm
• Hybrid working: Up to one optional work-from-home day per week
• Personal and company performance-related bonuses
• Private medical cover via WPA
• Dental cover via DenPlan
• Staff discounts across stores
• Cycle to Work scheme
• Personal learning & development budget with allocated time
• Regular 1-2-1s, appraisals, and salary reviews
• Statutory holiday allowance, plus one additional day per year of service (capped at 5)
• Free on-site parking
• Complimentary drinks, fresh fruit, and snacks
• Two fully fitted kitchens
• Shower facilities

THE BUSINESS
Our client is a growing ecommerce business based in Gateshead. We are looking for a senior-level Customer Services Advisor with strong customer retention and complaint-handling experience to join the organisation.
This is a hands-on role for someone confident dealing with complex customer issues and protecting long-term customer value, this is not a scripted call-centre position.
This is a Senior role with genuine autonomy and trust, there is no weekends or shift work connected with the position. You will be placed in a position to make a direct impact on customer loyalty and brand reputation
THE ROLE

• You'll manage customer enquiries across email, live chat, and telephone, taking full ownership from first contact through to resolution.
• Retaining customers who are unhappy or at risk of leaving
• De-escalating complaints calmly and professionally
• Handling refunds, replacements, delivery issues, and quality concerns
• Using sound judgment to balance customer satisfaction with commercial awareness
• Managing tickets efficiently via Zendesk
• Identifying recurring issues and feed improvements back to the team
• Representing the brand with clarity, empathy, and confidence

THE PERSON

• This role requires experience, confidence, and good judgment. You should be comfortable working autonomously.
• Several years' experience in ecommerce customer service
• Proven experience in customer retention and complaint resolution
• Strong written and verbal communication skills
• Experience using ticketing systems (Zendesk preferred)
• A calm, solutions-focused approach under pressure
• Strong commercial awareness
• Magento experience is preferred but not essential
• From a premium ecommerce background is also advantageous

TO APPLY
Please send your updated CV to Tony Hutchinson or apply direct by calling Westray Recruitment Group

Skills Required