Customer Service Advisor
Part-Time | Approx. 20 hours per week | £12.91 per hour | Remote
About Valentte
We’re Valentte, a fast-growing home fragrance brand with big ambitions.
From our home in Winsford, Cheshire, we create, manufacture and fulfil our own range of home fragrance and personal care products, selling directly to a customer base of more than 1 million people.
As we grow, giving our customers a brilliant experience becomes even more important.
Our philosophy is simple: Customer First.
Whether someone is placing their first order, choosing the perfect fragrance, wondering where their parcel is or needs our help putting something right, we want every interaction with Valentte to leave them feeling looked after.
That’s where you come in.
The Role
We’re looking for a warm, enthusiastic and experienced Customer Service Advisor to join our team on a part-time basis.
This is a remote, home-based role of approximately 20 hours per week, primarily covering our customer service operation at weekends, with some additional evening work when required.
Your regular hours will be Saturday 8:00am–4:00pm and Sunday 8:00am–4:00pm, alongside ad-hoc evening hours during the week.
You’ll be one of the voices of Valentte, helping our customers across telephone, email, live chat and social media.
This is much more than simply answering enquiries.
You’ll help customers choose products, solve problems, answer questions about orders and deliveries, and make sure that when something does go wrong, we put it right quickly and thoughtfully.
You’ll also play a part in helping us convert more visitors into customers, including speaking to customers who have abandoned their checkout and helping them complete their purchase where appropriate.
Most importantly, you’ll make customers feel that there is a real person at the other end who genuinely wants to help.
If you're naturally friendly, enjoy talking to people and get satisfaction from turning a problem into a positive experience, you'll enjoy this role.
Your Career Accelerator
Customer service sits right at the heart of Valentte.
With more than 1 million customers and a business that continues to grow, our Customer Service team has a unique view of what our customers love, where they encounter problems and where we can make their experience better.
That means you'll have the opportunity to do more than simply respond to enquiries.
You'll learn our products, customers and business inside out. You'll develop strong communication and problem-solving skills, work alongside teams across the company and help us identify ways to improve the customer journey.
We particularly value people who spot recurring problems and ask, "How could we make this better?"
As Valentte grows, there will be opportunities for people who demonstrate initiative, take ownership and want to develop with us.
What You’ll Own
- Customer conversations: Respond to customers across telephone, email, live chat and social media with warmth, professionalism and personality.
- Solving problems: Help customers with orders, deliveries, products and general enquiries, taking ownership wherever possible rather than simply passing problems on.
- The customer experience: Make every interaction feel helpful, human and distinctly Valentte, whether you're answering a simple question or resolving something that has gone wrong.
- Product advice: Get to know our fragrances and products so you can confidently help customers find something they'll love.
- Checkout support: Make outbound calls to selected customers who have abandoned checkout, understanding what's stopped them purchasing and helping them complete their order where appropriate.
- Customer relationships: Build trust with our customers and represent Valentte in a friendly, positive and professional way.
- Working across the business: Collaborate with our warehouse, marketing, e-commerce and other teams to resolve issues quickly and make sure customers receive the right outcome.
- Customer records: Keep clear and accurate notes so that customers receive a joined-up experience whenever they contact us.
- Continuous improvement: Spot recurring questions, frustrations and opportunities and share what you're learning so we can continually improve the Valentte customer experience.
What Success Looks Like
Great customer service isn't about closing tickets as quickly as possible.
It's about how the customer feels at the end of the conversation.
You'll know you're doing a great job when customers feel listened to, problems are resolved quickly and thoughtfully, and people come away from their interaction with an even better impression of Valentte.
You'll become confident across all of our customer channels and develop an excellent knowledge of our products, systems and processes.
You'll take ownership rather than waiting to be told what to do, and you'll become someone the wider team can rely on to get things sorted.
And you'll help us learn from our customers - spotting the recurring questions and frustrations that can help us make the overall customer experience better.
About You
You're someone who genuinely likes people and enjoys helping them.
You'll probably have:
- Previous experience in customer service, customer support or another customer-facing role.
- Excellent written and verbal communication skills.
- A naturally friendly, positive and approachable manner.
- Confidence speaking to customers on the telephone, including making outbound calls.
- The ability to listen properly, understand what a customer needs and find a sensible solution.
- Strong attention to detail and good organisational skills.
- Confidence using email, online systems, social media and customer service software.
- The ability to stay calm, patient and professional when things get busy.
- The ability to work independently and stay organised while working from home.
- A willingness to take ownership rather than simply pass a problem on.
- A genuine desire to give customers an exceptional experience.
You don't need to know everything about candles, diffusers and home fragrance when you arrive.
But if you become slightly obsessed with them once you're here, you won't be the first.
Hours & Location
This is a part-time role of approximately 20 hours per week.
Your core working hours will be:
- Saturday: 8:00am–4:00pm
- Sunday: 8:00am–4:00pm
- Ad-hoc evenings during the week, depending on the needs of the business.
Once you're fully trained, the role will be remote and home-based.
However, you'll initially need to complete on-site training at our facilities in Winsford, Cheshire, so you'll need to be able to travel to Winsford during your training period.
We want you to feel completely confident before working independently, so you'll spend time getting to know our products, systems, processes and, most importantly, how we look after our customers.
How We Work
We're a grounded, founder-led business with ambitious plans.
Our products are manufactured and fulfilled from our two facilities in Winsford, Cheshire, while our marketing and creative work is largely built by our own in-house team.
That means we're unusually close to our customers.
If a customer tells us something isn't working, the people who can fix it aren't sitting in another country or hidden behind layers of management. They're often just a conversation away.
We value people who take ownership, stay curious and continually look for a better way of doing things. People who care about the customer and the commercial result. People who collaborate without ego and are happy to roll their sleeves up when something needs doing.
We work hard, move quickly and hold ourselves to high standards - while remaining friendly, supportive and grounded.
And above everything else, we put the Customer First.
If that sounds like the kind of environment where you'd do your best work, we'd love to hear from you.
Pay: £12.91 per hour
Application question(s):
- Are you able to complete an induction and training on-site in Winsford for up to 2 weeks?
- Do you have previous telephone-based customer service experience?
Work authorisation:
- United Kingdom (preferred)
Work Location: Remote
