The Role
Sunspel is looking for an experienced Customer Service Representative to join our team on a temporary basis and play a key role in delivering an exceptional customer experience.
As the voice of Sunspel, you will ensure every interaction reflects the quality and care our brand is known for. Working collaboratively within the team, you’ll oversee accurate and timely order fulfilment, support customers across phone, email and live chat, and help drive sales through thoughtful, informed service.
This role is central to our success, ensuring every order arrives safely and every customer feels valued, supported and inspired to return.
Key Responsibilities
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Providing excellent customer service is a pivotal part of this role. A large proportion of the role is email based which will require the customer service representative to deliver a high level accurate full response. You will communicate with customers via phone, email and live chat.
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Work with the warehouse and carriers to ensure that the customer has the best delivery experience. Liaise with couriers to locate lost or missing parcels.
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Aid with the supervising and maintaining of the customers online shopping journey, ensuring imagery, descriptions, FAQ’s and content are correct.
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Look to where at all possible establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
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Fraud checking and processing all orders that come through the website.
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Process returns and refunds in a timely manner.
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Confidently liaising with members of the team from other departments, including merchandising, marketing, production and store retail staff
Skills & Experience
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Proven track record of working effectively and efficiently within a customer service environment.
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Experience with an online luxury retailer would be beneficial.
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Good administration and numerical skills.
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Excellent IT skills, including Outlook and Microsoft.
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Experience with using Freshdesk and Shopify would be beneficial.
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Passionate about your work with a ‘can-do’ attitude.
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Excellent verbal and written communication skills.
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High level of attention to detail
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Well organised, systematic and logical.
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Highly motivated with a disciplined approach to problem solving.
Working Pattern
This is a full-time, on-site role based at our Long Eaton site, working 37.5 hours per week across five days.
Shifts are scheduled on a rota basis within our operating hours of 8:00am to 8:00pm, Monday to Sunday, with two rest days per week. This is a temporary position of 6 months, with the possibility to lead to permanent.
To apply, please email a copy of your CV to [email protected]
