Customer Success Assistant United Kingdom
Job description
Customer Success Assistant
at Elizabeth Scarlett
Salary: £25,000
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, parents, and individuals with disabilities to apply. Elizabeth Scarlett is an equal-opportunity employer and welcomes everyone to our team. Please let us know if you need reasonable adjustments at any point in the application or interview process.
Mission
Elizabeth Scarlett is a luxury fashion accessories brand inspiring a global passion for wildlife conservation.
Make a bold, joyful statement with the pouch that gives back. Through our timeless range of beautifully embroidered pouches and essential travel treasures, we celebrate wildlife & nature, while raising funds to help restore their abundance across the planet.
Founded by artist & wildlife-lover Elizabeth Scarlett Petrides, we’ve raised over £310,000 for wildlife charities & have our sights set on donating £2,000,000 by 2030.
Customer Success Assistant
We are looking for 2 Customer Success Assistants to join our Operations Team.
As a Customer Success Assistant you’re focussed on providing a first-class experience to customers, supporting them through their online ordering journey via email, socials or on the phone. You’re a confident communicator who enjoys going above and beyond to resolve the issue at hand. You are excited to be working in a startup environment with the ability to work to deadlines and thrive under pressure.
The Customer Success Assistants will report to Vaughn, our People and Process Lead.
Responsibilities
- Ensure that an excellent customer experience is given to every customer, every time.
- Resolve customer issues across multiple channels in a timely manner, communicating through email, phone, and social media.
- Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, including sharing insights with the wider team on learnings from our customers.
- Assist customers with all lines of enquiry which will include product queries, returns, delivery issues, payments & more.
- Be committed to meeting KPI’s including quality and productivity targets; playing a key role in helping the department to achieve its overall goals.
- Work with your colleagues across Customer Care and internal departments to continuously strive to improve service and knowledge through regularly sharing customer feedback.
- Handle customer data ethically and in accordance with GDPR.
Other Responsibilities
As part of the Operations Team, you will also be assigned responsibilities to help you learn more about the company and offer you various potential growth opportunities in the business. Such as, but not limited to:
- Elements of office management
- Running the team social calendar and administration for social events and Team away days
- Assistance with new starter onboarding
- Keeping system data up to date
- Processing orders for ecom, trade & internal team requests
- Ad hoc administrative tasks relating to warehouse operations
- Helping to improve and organise our operational processes
Requirements
- 1 year experience working in a customer care role is preferred but not essential
- Ability to commute to our Hertfordshire office (AL9 6NE) three times a week
- Excellent written and verbal communication skills
- Strong problem-solving skills and ability to work at pace, whilst maintaining a strong eye for detail
- Passionate about furthering a career in Customer Care
- Flexibility to work shifts, including occasional weekends
- Passion for the brand, its ethics and values
- UK bank account, a NI number, proof of eligibility to work in the UK
- Able to speak English fluently
What we can offer you
- A competitive salary & bonus structure, with a supportive, experienced & passionate team.
- A flexible, hybrid working model
- Opportunity to raise £1 million over 4 years to protect wildlife & keystone species
- 24 days holiday, plus bank holidays
- An extra 3% of your gross salary for learning & development
- The chance to put your mark on our brand as we build and scale from strong foundations
- £500 of Elizabeth Scarlett per year with 60% off & a Personal Code with 25% discount for family & friends
- Pregnancy loss support leave
Interested? Apply Now!
If you think you’d be great for the role but only fulfil 75% of the requirements, please still apply. We believe in equal opportunities and know smart cookies learn fast, so would love to hear from you.
Job Types: Full-time, Permanent
Salary: £23,000.00-£25,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Sick pay
- Work from home
Flexible Language Requirement:
- English not required
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Performance bonus
Ability to commute/relocate:
- Brookmans Park: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Brookmans Park
Reference ID: Customer Success Assistant
