Are you passionate about delivering exceptional customer service and seeing problems through to resolution?
Natural Baby Shower is looking for a highly organised, detail-oriented and customer-focused individual to join our team as a Customer Resolution & Warranty Advisor.
This is a unique role that combines customer service, problem solving and commercial awareness. You'll take ownership of customer warranty claims and product issues from initial enquiry through to final resolution, ensuring a positive customer experience whilst protecting the interests of the business.
We're looking for someone who loves helping customers, enjoys investigating issues and takes pride in seeing tasks through to completion.
About Us
Natural Baby Shower is one of the UK's leading baby retailers, helping parents find the very best products for their growing families. while promoting sustainability.
We are passionate about providing exceptional customer service and creating positive experiences for every customer, whether they shop online or in-store.
Alongside this, we’re proud of our supportive team culture and strong ethical values, guided by our CARE principles: Collaborate, Aspire, Respect, Evolve.
As we continue to grow, we are looking for someone who shares our values and wants to make a genuine difference for our customers.
The Role
As our Customer Resolution & Warranty Advisor, you will manage warranty claims, product issues and customer resolutions from start to finish.
You'll work closely with customers, suppliers, warehouse teams, and colleagues across the business to ensure every claim is fully resolved and all actions have been completed.
You'll also be responsible for ensuring supplier credits are recovered correctly, returned products are processed appropriately and claims are fully completed so that neither the customer nor the business is left with unresolved issues.
Key Responsibilities
- Manage warranty and claims cases from initial enquiry through to resolution.
- Communicate with customers via email, Chat and telephone.
- Liaise with suppliers to agree outcomes and resolutions.
- Arrange replacements, refunds and repairs where appropriate.
- Ensure all claims are fully completed and accurately recorded.
- Follow up suppliers to obtain credits and claim decisions.
- Work closely with Warehouse, Buying and Finance teams.
- Identify recurring product and supplier issues.
- Deliver an exceptional customer experience throughout every interaction.
What We're Looking For
Essential
- Previous customer service experience.
- Excellent written and verbal communication skills.
- Strong attention to detail.
- Ability to manage multiple tasks and priorities.
- Confident using computer systems.
- Strong organisational skills.
- Positive and proactive attitude.
- Ability to work independently and take ownership.
Desirable
- Experience in claims, complaints or warranty handling.
- Retail or ecommerce experience.
- Experience working with suppliers.
- Experience managing cases from start to finish.
What Good Looks Like
- Customers feel informed, supported and valued.
- Claims are resolved efficiently and accurately.
- Supplier credits are recovered correctly.
- Outstanding cases are kept to a minimum.
- Product issues are identified and escalated.
- No claim is left incomplete.
Why Join Us?
- Friendly, supportive team & working environment
- Opportunities to grow and develop within the business
- Employee benefits package.
- Free Parking at HQ
If you're highly organised, enjoy investigating issues, and take pride in seeing things through from start to finish, we'd love to hear from you.
Job Type: Full-time
Pay: £27,000.00-£29,000.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Ability to commute/relocate:
- Bracknell RG12: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer support: 1 year (required)
Work Location: Hybrid remote in Bracknell RG12
