About the team:
Our Customer Experience (Cx) Team is at the heart of delivering exceptional experiences for our customers. We're the team that guides people through selling their vintage, valuable and unique items, making it simple, reassuring, and genuinely enjoyable.
Based in Leeds and supporting Vintage Cash Cow’s mission to transform reCommerce with a focus on reuse, recycling and sustainability, the Cx team plays a huge role in helping us scale responsibly.
About the role:
You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy. Reporting into the Multichannel Engagement Team Leader, you’ll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections.
Getting Started…
You’ll quickly get up to speed with our products, services, systems, and tone of voice. You’ll learn how each contact channel works, shadow our most experienced advisors, and begin taking live queries with support.
Establishing Your Impact…
Once settled, you’ll confidently handle a wide range of enquiries across multiple platforms. You’ll be resolving issues end to end, spotting recurring themes, and sharing insights that help us improve the overall customer journey.
Driving Excellence…
You’ll become a trusted multichannel specialist, delivering accurate, efficient, and friendly support that customers genuinely remember. You’ll champion quality, consistency, and continuous improvement as we build out this new function.
Key Goals & Objectives:
- Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
- Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
- Maintain accurate logging and documentation in all systems, meeting data protection and quality standards.
- Collaborate effectively with internal teams to solve complex issues and share knowledge.
- Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction.
- Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes.
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Respond to customer enquiries across phone, email, webchat, and other channels.
- Provide clear, accurate and friendly information about VCC’s products, services and processes.
- Take ownership of customer issues, ensuring full resolution and escalating only when essential.
- Work collaboratively with teams across the business to solve complex cases.
- Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards.
- Flag recurring issues, process gaps or opportunities to improve the customer journey.
- Navigate and switch between multiple systems and platforms with confidence.
- Support new team members by sharing knowledge and contributing to a positive, collaborative environment.
- Adapt quickly to new tools, systems and processes as the team evolves.
- Use conflict resolution techniques to prevent and de-escalate complaints.
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Experience in a customer-facing role, ideally across more than one contact channel.
- Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
- Ability to multitask and manage multiple platforms and contact types simultaneously.
- Strong problem-solving mindset with a focus on getting it right first time.
- Empathetic, resilient and calm under pressure.
- Tech-savvy and comfortable learning new systems and tools.
- A collaborative team player with a positive influence on team culture.
- Experience working in a multichannel or contact centre environment.
- Knowledge of CRM or customer case management systems.
At Vintage.com, we exist to create a world where everything has value and nothing is wasted.
We're building the world's most trusted platform for pre-loved items, making it simple for people to unlock the value in the things they no longer need while keeping valuable materials in circulation and out of landfill.
What began as a successful model in the UK has evolved into an international business with operations across Europe and ambitions far beyond. Today, we operate as one company, one team, and one brand, united by a shared purpose, mission, and set of values.
Behind the scenes, we're building the world's largest international trading platform for pre-loved items, powered by expert people, smart technology, data-driven decision making, and a deep belief in the circular economy.
Our teams collaborate across borders, sharing ownership of outcomes and bringing the same care, fairness, and common sense to every customer interaction and business decision.
Every item we buy is rehomed, reused, or responsibly recycled. Whether it's precious metals, jewellery, watches, cameras, collectibles, or other valuables, we help ensure that items continue their journey rather than going to waste.
As we expand into new markets and scale internationally, our goal remains the same: To become the most trusted platform in pre-loved items, creating a future where everything has value and nothing is wasted ️
Equal Opportunities
At Vintage Trading Limited, we’re committed to creating an inclusive environment where everyone feels heard, respected, and able to bring their authentic self to work. We believe that diversity fuels innovation, creativity, and success.
We welcome applicants from all backgrounds, perspectives, and experiences, and we work hard to ensure equitable opportunities for all. If you're excited about this role but don’t meet every requirement, we still encourage you to apply, your unique skills and experiences might be exactly what we need now or in the future.
If you need any adjustments or accommodations during the hiring process, just let us know and we’ll do our best to support you.
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