About the Role
We are looking for an experienced Customer Success & Reputation Specialist to help deliver an exceptional post-purchase customer experience across our e-commerce businesses.
This role is focused on protecting and enhancing our online reputation.
Your primary objective will be to ensure customers remain satisfied after their purchase, resolve any concerns before they escalate, and maximise genuine positive customer reviews across our online platforms.
You will be expected to recover negative customer experiences, rebuild confidence and turn dissatisfied customers into loyal advocates wherever possible.
This position requires someone with excellent communication skills, emotional intelligence and significant experience in complaint resolution.
Key Responsibilities
- Contact customers following their purchase to ensure complete satisfaction.
- Encourage genuine customer reviews following successful resolutions.
- Proactively identify customers who may require additional support.
- Resolve complaints professionally before they result in negative reviews or formal disputes.
- Investigate delivery issues, damaged goods, warranty enquiries and product concerns.
- Work closely with customer service, warehouse, suppliers and courier partners to achieve positive outcomes.
- Arrange replacements, refunds, collections and exchanges where appropriate.
- Keep customers informed throughout the resolution process.
- Build trust and confidence through clear, honest and professional communication.
- Identify opportunities to improve the customer journey and overall satisfaction.
- Maintain detailed records of all customer interactions.
- Report recurring issues and customer feedback to management to help improve products and processes.
- Support the business in maintaining an excellent online reputation across multiple sales channels.
Essential Requirements
The successful candidate must have:
- Previous experience in aftersales, customer success, complaint resolution or customer experience.
- Excellent written and verbal communication skills.
- Strong negotiation and conflict-resolution abilities.
- The confidence to deal with challenging customers calmly and professionally.
- The ability to build rapport quickly.
- Excellent organisational skills with strong attention to detail.
- A genuine passion for delivering exceptional customer experiences.
- Good IT skills and confidence using multiple online systems.
- The ability to work independently and make sound decisions.
The Ideal Candidate
We're looking for someone who genuinely enjoys solving problems and takes pride in turning unhappy customers into satisfied ones.
You will understand that every interaction represents an opportunity to protect the company's reputation, build customer loyalty and generate positive online reviews through outstanding service.
Benefits
- Company pension
- Employee discount
- On-site parking
Job Type: Full-time
Work Location: In person
Pay: £13.50 per hour
Benefits:
- Company pension
- Employee discount
- On-site parking
Work Location: In person
