Customer Care Advisor

Customer Care Advisor – Manchester City Centre – £30,000

Hours: Monday – Friday, 9am – 5pmHybrid Working – 2 days office based, 3 days from home

We are currently recruiting on behalf of a fast‑growing fashion brand for an experienced Customer Care Advisor to join their expanding team.

This is an exciting opportunity to join a scaling e‑commerce business where customer experience is at the forefront of everything they do. The successful candidate will play a key role in delivering a first‑class service and maintaining excellent customer satisfaction and Trustpilot reviews.

Customer Care Advisor Key Responsibilities

• Managing all customer email enquiries in a professional and timely manner
• Handling refunds, returns and exchanges efficiently
• Resolving customer complaints with empathy and a solution‑focused approach
• Responding to delivery and order tracking enquiries
• Supporting customers throughout their full online purchasing journey
• Maintaining and improving customer satisfaction and Trustpilot ratings
• Liaising with internal teams and couriers to resolve customer issues quickly
• Updating customer records accurately across internal systems
• Identifying recurring customer issues and suggesting process improvements
• Ensuring all SLAs and response time targets are consistently achieved
• Providing a personalised and positive customer experience with every interaction
• Supporting during peak trading periods and product launches

Customer Care Advisor Skills Required

• Previous experience within a customer service role
• Experience working within an e‑commerce environment would be advantageous
• Confident handling high volumes of customer enquiries
• Excellent written communication skills and attention to detail
• Experience using Shopify
• Experience using Gorgias is highly desirable, although not essential
• Strong problem‑solving skills and the ability to remain calm under pressure
• A proactive and positive attitude with a genuine passion for customer experience

Customer Care Advisor Benefits

• Hybrid working – 3 days working from home
• 20 days holiday + birthday off + bank holidays
• NEST pension scheme
• Volunteer days
• Opportunity to join a growing brand with ambitious expansion plans
• Supportive and collaborative team environment

This is a fantastic opportunity for a customer‑focused professional looking to join a brand that is truly going places and make a real impact within a growing business.

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