Customer Service & Operations Specialists
Five positions available
Contract: Temporary contract until 31 December 2026, with the potential to become permanent
Location: Gilfach Goch, Rhondda Cynon Taff
Hours: 30 Hours per week
Salary: £12.71 per hour
Start date: 1st September 2026
About the opportunity
We are looking for five enthusiastic and adaptable individuals to join our growing business as Customer Service & Operations Specialists.
This is an exciting opportunity to join a business during its early stages and help shape how we support our customers, care for their collectibles and fulfil their orders.
Our ambition is not simply to provide good service—it is to provide unreasonably good service. Inspired by our collectors we want to turn ordinary customer interactions into memorable experiences through genuine care, thoughtful attention and a willingness to go beyond what is normally expected.
We recognise that applicants may be stronger or more experienced in either customer service or operations and logistics. You do not need to be an expert in both areas. What matters most is your willingness to learn, support your colleagues and work flexibly as the needs of the business develop.
What unreasonably good service means to us
Our customers are also passionate collectors. Their purchases may hold significant financial, personal or sentimental value, so every order and interaction matters.
For our Specialists, this means:
- Treating every customer and collectible with genuine care and respect.
- Taking ownership of enquiries and seeing them through to a quality conclusion.
- Listening carefully and identifying what would make the experience easier or more memorable.
- Looking for thoughtful and proportionate opportunities to pleasantly surprise customers.
- Communicating proactively rather than waiting for customers to ask for updates.
- Paying attention to the small details that demonstrate care.
- Learning from problems and using them to improve the experience for future customers.
- Recognising that exceptional hospitality is created through teamwork, including work completed behind the scenes.
Unreasonably good service does not always require a grand or expensive gesture. Often, it is simply about noticing what matters to someone and doing something thoughtful about it.
Key responsibilities
Customer service
- Responding to enquiries through email, telephone, live chat social media and other communication channels.
- Providing warm, knowledgeable, accurate and professional support.
- Helping customers with orders, deliveries, returns, refunds and general enquiries.
- Taking ownership of customer concerns and resolving them efficiently and fairly.
- Keeping customers informed throughout the resolution process, even when there is no immediate update.
- Personalising interactions wherever appropriate and avoiding impersonal, scripted responses.
- Looking for opportunities to turn service recovery into a positive and memorable experience.
- Recording customer interactions and agreed actions accurately within our systems.
- Identifying recurring customer issues and recommending improvements.
- Sharing customer feedback and collector insights with the wider business.
- Going beyond the expected when it can make a meaningful difference to a customer.
Operations and logistics
- Picking, checking and packing customer orders accurately and carefully.
- Treating every product as though it were being prepared for a valued collector.
- Presenting and packaging orders to a consistently high standard.
- Checking order details carefully before dispatch to prevent avoidable errors.
- Preparing orders for dispatch and meeting daily collection deadlines.
- Receiving, checking and organising incoming stock.
- Maintaining accurate stock and order records.
- Supporting stock counts and inventory checks.
- Ensuring products are handled, stored and packaged safely and securely.
- Keeping workstations and storage areas clean, organised and secure.
- Identifying potentially important or unusual orders where a thoughtful personal touch may be appropriate.
- Working with colleagues to resolve order, stock or delivery issues quickly.
- Supporting other operational activities as the business grows.
About you
We would like to hear from you if you have experience or strong transferable skills in customer service, hospitality, retail, warehousing, fulfilment, logistics or a similar environment.
You will ideally be:
- Genuinely passionate about helping people.
- Customer-focused, approachable and professional.
- Curious about customers and interested in what matters to them.
- Able to show empathy and remain calm when resolving problems.
- Willing to take ownership rather than pass responsibility to someone else.
- Thoughtful and able to recognise opportunities to make an experience special.
- Reliable, punctual and committed to producing high-quality work.
- Accurate and highly attentive to detail.
- Comfortable working in a fast-paced and changing environment.
- Willing to work across both customer service and operational duties.
- A clear and confident communicator.
- Able to organise your workload and manage competing priorities.
- Comfortable using computers and learning new systems.
- Proactive, practical and willing to help wherever needed.
- A supportive team member who recognises that exceptional service requires collaboration.
- Open to feedback and committed to continually improving.
Experience within a start-up, e-commerce, retail, collectibles or order-fulfilment environment would be helpful, but it is not essential. An interest in trading cards, coins or collectibles would be an advantage. Full training will be provided.
What we offer
- An opportunity to join and help shape a growing business.
- A culture that values initiative, creativity and genuine care for customers.
- The freedom to contribute ideas that could improve or personalise the collector experience.
- Experience across both customer service and operations.
- Full training and ongoing support.
- A varied role in which no two days are exactly the same.
- The opportunity to help establish our service standards and ways of working.
- A supportive and collaborative working environment.
- The potential to transition into a permanent position following the temporary contract, subject to individual performance and the future needs of the business.
How to apply
Please submit your CV together with a short covering note explaining:
- Why you are interested in the role.
- Whether your main strength is customer service, operations/logistics or both.
- An example of when you went beyond what was expected to help a customer or colleague.
- What “unreasonably good service” means to you.
- Your availability to start.
Application deadline: 15th September 2026
We welcome applications from people with different experiences and backgrounds. If you are adaptable, dependable and passionate about creating memorable experiences for customers and collectors, we would be delighted to hear from you.
Pay: £12.71 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
