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)
Salary: £26, 900
Reporting to: Customer Operations Manager
We’re looking for a thoughtful and dedicated Customer Service Representative to join our team at St Eval. In this role, you’ll be one of the friendly voices of our brand, supporting our customers with care and attention across phone and email.
More than anything, we’re looking for someone who genuinely enjoys helping people, someone who takes pride in creating positive, meaningful experiences for our customers and makes them feel valued at every touchpoint. You’ll be naturally curious, solution-focused, and motivated to go the extra mile to get things right.
Who we are: We are a B Corp certified candle maker with ambitions of going from local hero to household name. We pride ourselves on our inclusive family culture, where innovation and operational excellence are celebrated.
The role is based at our headquarters in North Cornwall, which overlooks the Atlantic Ocean. Our new factory and offices, designed to be in harmony with our rural setting, are surrounded by nature and close to some of Cornwall’s most beautiful beaches. Lunchtime walks through country lanes and post-work sea swims or surfs are all possible.
Responsibilities
- Deliver a high-quality customer experience via phone and email, handling enquiries related to orders, pricing, payments, products, and delivery updates
- Process and manage customer orders from start to finish, including returns, replacements, and exchanges
- Handle customer credits, reimbursements, and returns in line with company policy
- Maintain accurate and up-to-date customer account records and data
- Support customers with online ordering and resolve website-related queries
- Escalate product quality concerns promptly and professionally to the technical team
- Work closely with Accounts Receivable to support customer payment queries and resolutions
- Monitor stock availability and proactively communicate potential shortages
- Collaborate with the Customer Operations Manager on bespoke or specialist customer projects
- Coordinate with internal teams and external partners to ensure deliveries meet customer expectations
- Identify opportunities to improve processes, efficiency, and customer satisfaction
- Share potential sales opportunities with the Customer Operations Manager
- Provide flexible administrative support as needed
Collaboration and Continuous Improvement
- Build strong working relationships across Sales, Marketing, Operations, and Production to support a seamless customer journey
- Contribute to team goals, KPIs, and wider business projects aimed at enhancing the Customer Service function
- Play an active role in maintaining and improving the Freshdesk knowledge base and support content
- Uphold and promote St Eval’s values in every interaction, contributing to a positive, respectful, and solution-focused culture
About you:
· Excellent English oral and written skills.
· Enthusiasm for problem solving.
· Initiative and decisiveness, comfortable working in a team.
· Good computer skills – internet and email.
· Comfortable working from home
We offer:
· 33 days holiday (including public holidays)
· 50% employee discount on all St. Eval products
· Cycle to work scheme
· Bupa Dental Insurance
· 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
Pay: £26,900.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home
Work Location: In person
