Job Purpose
At True Toys, our TRUE values guide every conversation. As a Customer Service Advisor you'll build Trust through honest communication, be Real in every interaction, show Understanding for every customer's situation, and bring positive Energy to everything you do. That's how we create the experiences customers remember for all the right reasons.
What you'll do
Trust
Build trust in every interaction through honest communication, clear expectations and keeping your promises. You'll give accurate advice, set realistic expectations and always do what you say you'll do.
Real
Treat every customer as an individual. Take time to understand what matters to them, listen without judgement and give practical, genuine support that fits their situation.
Understanding
Recognise that every order has a story behind it. Whether it's a birthday gift, a Christmas present or simply something that brings joy, you'll respond with empathy and care while taking ownership of finding the right solution.
Energy
Bring positivity to every interaction. Support your teammates, embrace change, share ideas for improvement and help create an environment where customers and colleagues alike feel valued.
Every day, you'll also
- Support customers across our marketplaces, phone, chat, email and social media, resolving enquiries at the first point of contact wherever possible.
- Use your judgement to balance what the customer needs with what the business needs.
- Spot trends, recurring issues and customer feedback that help us improve our products, services and processes.
- Build your knowledge through coaching, feedback and continuous learning.
- Represent the True Toys brand professionally in every interaction.
Person specification
Essential
- Previous experience in a customer service role.
- Excellent written and verbal communication skills.
- Strong problem-solving and decision-making skills.
- The ability to build rapport and communicate with empathy.
- Comfortable using several systems while managing customer conversations.
- Good working knowledge of Microsoft Office, including Outlook and Excel.
- Able to work well independently and as part of a team.
- Strong organisational skills, with the ability to prioritise a busy workload.
Desirable
- Experience handling customer complaints and escalations.
- Experience using Gorgias, ZigZag Returns or similar customer service platforms.
- Experience in retail or e-commerce.
Who we're looking for
Someone who naturally lives our TRUE values.
Trust
You're honest, reliable and you follow through on your commitments.
Real
You communicate authentically, treat people with respect and build genuine connections.
Understanding
You listen first, show empathy and appreciate that everyone has their own circumstances.
Energy
You bring a positive attitude, enjoy helping others, embrace change and look for ways to make things better.
Job Type: Full-time
Pay: £24,882.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- On-site gym
- On-site parking
Experience:
- Customer Support: 3 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
