Customer Support – eCommerce

Customer Support – eCommerce

Location: BD4 6HN
Division: Supply Chain
Contract Type: Permanent – Salaried
We’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 ideas

What 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 goals

Based 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