Job Title: Customer Service Representative
Hours: Monday to Thursday, 9:00 am to 5:00 pm, and Fridays, 8:00 am to 4:00 pm (Hybrid-working 3 days in the office, 2 days working from home)
Type: Fixed-term Contract starting in October and concluding at the end of January 2027
We are seeking a customer-focused individual who is enthusiastic about creating exceptional experiences for our customers during our busy festive season. You'll support customers by email, guiding them through our product portfolio and helping them find the right products for their needs. Alongside delivering excellent service, you'll maintain accurate customer records and communicate clearly and professionally in every interaction.
Who we are: We are a fragrance-first, family-run brand creating candles, reed diffusers and bath and body care inspired by the world around us. From our home on the North Cornish coast, we craft scents designed to enrich everyday moments and help people reconnect with what surrounds them.
For over thirty years, we've grown into an award-winning, B Corp certified business, shaped by responsible making and an ambitious future. We have an open, supportive culture where creativity, collaboration and craftsmanship guide how we work. People are supported to learn, grow, and take pride in what they make along the way
Responsibilities:
- Provide outstanding service to customers via our email ticketing system, handling enquiries related to orders, pricing, payments, product information, and delivery status.
- Process orders for new and existing customers, monitor order status, and manage straightforward returns and replacements efficiently.
- Process reimbursements and credit requests in line with policy.
- Maintain accurate and up-to-date client account records and data in accordance with company policy.
- Support customers with online ordering and assist in resolving website-related queries via email.
- Escalate product quality issues to the Customer Operations Manager or Senior Customer Service Representative.
- Monitor stock availability and proactively communicate potential shortages to relevant stakeholders.
- Coordinate with internal teams and external partners to guarantee that customer deliveries are scheduled and fulfilled in accordance with customers' specifications.
- Maintain clear communication with other departments to ensure a seamless and positive customer journey.
- Uphold and promote the St Eval values in every interaction, contributing to a collaborative, respectful, and solution-focused team culture.
About You
Essential:
- Proficient in Microsoft Office (Outlook, Word, Excel)
- Comfortable learning and working across multiple systems and software platforms.
- Experience managing multiple enquiries while maintaining accuracy and service quality.
- Experience working in a customer-facing environment with responsibility for handling customer enquiries.
- Strong written communication skills, with the ability to write clearly and professionally via email.
- Adaptable, with a genuine passion for delivering an exceptional customer experience and a keen eye for problem solving.
- Available to undertake a fixed-term contract from October 2026 to January 2027.
Desirable:
- Previous experience working with any of the following systems: Freshdesk (or a similar ticketing system), SAP, Shopify.
- Experience in a retail, gifting, or FMCG customer service environment
We offer:
- 33 days holiday (including public holidays)
- 50% employee discount on all St Eval products
- Cycle to work scheme
- Bupa Dental Insurance
- Employee Pension Scheme
- Death in service insurance
- Employee assistance programme
- Enhanced family leave
- A dynamic and inclusive work environment
- An opportunity to grow with us - we invest in our people's professional development
- Hybrid working
- Team social events
- Volunteering opportunities with our charity partners
At St Eval, we are committed to creating a workplace where everyone feels welcome, respected and empowered to succeed.
Our commitment to Justice, Equity, Diversity and Inclusion (JEDI) is rooted in the values that shape our business: collaboration, creativity, thoughtful decision-making and sustainability. As a certified B Corp, we recognise our responsibility to help create a fairer and more inclusive society, both within our organisation and beyond.
We welcome applications from people of all backgrounds, experiences and identities, and are dedicated to fostering a culture where everyone feels valued and treated with dignity.
Pay: £26,900.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Profit sharing
Work Location: In person
