Customer Support - eCommerceLocation: BD4 6HNDivision: Supply ChainContract Type: Permanent - SalariedWe’re looking for someone friendly, curious and customer-focused to join our team as a Customer Support for eCommerce.You’ll be supporting our UK online customers with all sorts of queries — from tracking orders and investigating potential fraud, to helping fix problems and making sure everything runs smoothly. You’ll be part of a small, supportive team that works closely with other areas of the business like our warehouse and marketing teams, so there’s plenty of variety and opportunity to make a real difference.If you’ve worked in a customer-facing role before, especially one where you’ve had to handle more complex queries or dig a little deeper to find the right solution, we’d love to hear from you.What you’ll be doing:• Helping customers via phone and web chat• Handling a mix of queries — including order tracking, fraud checks and service issues• Investigating problems and resolving them quickly and thoroughly• Working to service level agreements (SLAs) to keep things running smoothly• Spotting opportunities to improve how we do things and sharing your ideasWhat we’re looking for:• Great communication skills — written and verbal• Previous experience in a busy customer service role, speaking directly with customers• Previous experience of communicating with customers and teams through a variety of mediums such as email, web chat and phone• Confidence dealing with more complex queries that need a bit of investigation• Strong attention to detail and a natural problem solver• Comfortable using systems and tech (Excel, Outlook and other online tools)• A proactive mindset — you’re always looking for ways to improve things• Experience working to SLAs/KPIs and achieving goalsBased at our Dawson Lane site in Bradford, close to key motorway links you’ll be able to take advantage of:

Competitive salary
A full-time role, Monday to Friday, ideally 8am–4pm
26 days holiday plus bank holidays
Health cashback scheme
Pension benefit
Hybrid working, typically 2-3 days in the office and 2-3 days working from home, especially around seasonal peaks like Christmas
Free onsite parking for when you are in the office
A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance

REF-223 749

Customer Support - eCommerce

Senior Customer Service Representative

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