About Us
Curveball Leisure is a long-established ecommerce and distribution business operating within the video games, consoles, accessories, trading cards and collectables market.
Trading online as The Game Collection, we ship more than 250,000 orders each year to customers across the UK and internationally.
We are continuing to evolve how we trade online across ecommerce, marketplaces, digital merchandising and customer experience. As our systems, automation and marketplace capabilities develop, we are looking for someone who can contribute beyond basic administration and help improve how products are launched, discovered, merchandised and sold.
We're a passionate, down-to-earth team who genuinely love what we do. If you share that enthusiasm - for gaming, for ecommerce, or simply for doing things well - you'll fit right in.
The Role
We are looking for a Customer Services Advisor to help deliver excellent customer service while identifying recurring issues, operational weaknesses and opportunities to improve customer experience across the business.
Alongside handling customer enquiries, refunds, complaints and returns, the successful candidate will help identify:
- recurring customer pain points,
- preventable contact reasons,
- product information issues,
- operational weaknesses,
- and opportunities to improve customer satisfaction and marketplace performance.
This is not purely a ticket-handling role.
We are looking for someone who can combine strong customer communication with problem solving, ownership and process-improvement thinking.
Key Responsibilities
- Respond to customer enquiries across email, Freshdesk/Freshchat and marketplace channels.
- Resolve customer complaints, refunds, returns and delivery queries professionally and efficiently.
- Take ownership of customer issues and work toward first-contact resolution where possible.
- Maintain excellent communication standards across all channels.
- Investigate recurring customer issues and identify potential root causes.
- Process refunds or compensation within company and marketplace policies.
- Support and protect marketplace ratings across Shopify, Amazon, eBay and TEMU.
- Escalate recurring operational issues appropriately.
- Recommend improvements to product pages, communication or workflows that may reduce avoidable customer contact.
- Use AI and digital tools appropriately to support categorisation, drafting or workflow efficiency while maintaining human judgement.
- Work collaboratively with Ecommerce, Warehouse and Product teams.
Skills & Experience
Essential
- Strong written communication and attention to detail.
- Excellent customer service judgement and professionalism.
- Calm and organised under pressure.
- Comfortable multitasking across systems and customer contacts.
- Strong problem-solving mindset.
- Able to identify recurring issues and think beyond individual tickets.
- Commercially sensible and able to balance customer outcomes with policy and practicality.
- Comfortable working independently and taking ownership.
- Able to identify opportunities for improvement.
Desirable
- Experience using Freshdesk, Freshchat or similar ticket/chat systems.
- Experience supporting ecommerce marketplaces.
- Familiarity with Shopify or ecommerce platforms.
- Experience in ecommerce customer service or online retail.
- Interest in gaming or collectables.
- Experience using AI tools or workflow automation.
What This Role Is Not
- It is not purely a ticket-answering role.
- It is not a script-reading customer service position.
- It is not a role where recurring problems are ignored.
- It is not purely administrative.
If you're someone who genuinely enjoys helping people, takes pride in doing things properly and wants to grow into a career rather than just fill a seat - we'd love to hear from you. You don't need to know everything on day one - what matters most is the right attitude, a willingness to learn and the personality to fit into a team that cares.
Working Pattern
Full-time – Monday to Friday Core hours: 8:30am – 5:00pm Additional flexibility may occasionally be required during major launches or peak trading periods.
Pay: £26,436.80 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
