eCommerce Customer Experience Associate

Central Employment is recruiting for an eCommerce Customer Experience Associate for a rapidly expanding online interiors retailer based in Stockton‑on‑Tees.

eCommerce Customer Experience Associate

We’re looking for an eCommerce Customer Service Advisor to own and enhance the end‑to‑end customer journey across this growing retail interior business — from discovery and purchase through delivery, aftercare and loyalty. You’ll join the existing Customer Service Team and ensure you maintain high service performance, reduce friction, and deliver a premium, brand‑right experience to our client base.

Key responsibilities

• Own the end‑to‑end eCommerce customer journey across web, email, delivery, returns, post‑purchase support and reviews.
• Identify and prioritise friction points (e.g., product information gaps, delivery ETA uncertainty, damages, returns complexity).
• Ensure the customer journey reflects a premium interiors brand (tone of voice, service standards, proactive communication).
• Meet high‑end service SLAs/KPIs, driving improvements in response times, resolution time, and quality.
• Use the existing system processes for common interiors challenges: lead times and backorders, delivery booking and tracking.
• Work with 3PL, couriers and installation partners to improve delivery experience and reduce exceptions.

Experience

• Proven experience in customer experience / customer operations, ideally in interiors, homeware, furniture, premium retail, or a high‑consideration category.
• Strong grasp of operational drivers: fulfilment, delivery, returns, and how these impact customers.
• Comfortable working with CRM’s, Microsoft Outlook, Word and Excel.

Locations & Compensation

• UK remote + travel, permanent – Up to £DOE + bonus.
• Sunderland, permanent – Up to £50,000 DOE.
• County Durham or Cambridge, hybrid working – £DOE.
• Teesside, hybrid working options – £45,000‑£50,000 DOE.

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