URBN UK Limited is part of the URBN Group, a global retailer, with its European Head Office located in London. Its retail offering in Europe takes the form of three brands with stores in more than 10 European countries and a strong e‑commerce presence. We’re driven by the same core values as our customers, and we approach our work with a sense of community and purpose that sets our brands apart.
Role Summary
Handling a range of customer issues on a daily basis, e.g. general enquiries and resolving complaints. Communicating with customers via email, social media platforms and phone, providing high quality service, and acting as the main link between our customers and our brands.
What You’ll Be Doing
- Help to manage the Customer Service inboxes and contact queues, ensuring we are responding to customers within our promised response timeframes and SLAs. Contribute to and produce reports according to business requirements (daily, weekly, monthly).
- Work through challenging conversations with customers to turn poor experiences around and restore their faith in our brands. Contribute to decision‑making processes for individual customer cases, using guidelines to determine appropriate compensation levels.
- Work with the 3rd‑party contact centre to ensure they are adhering to processes and guidelines. Provide coaching to agents to help identify common service‑related issues and work with relevant teams to resolve and prevent service issues.
- Partner with key areas of the Supply Chain and the wider business to review and challenge processes and enhance the customer experience.
- Work in line with vision and values.
What You’ll Need
- Ability to communicate with confidence both verbally and with excellent written English is essential. Fluent German or French language skills may be required and would be advantageous.
- Excellent communicator who can build productive and effective relationships with internal and external stakeholders (Brands, carriers, 3rd‑party contact centre).
- Well‑organised, proactive, and self‑motivated to take on multiple tasks simultaneously.
- Accurate and numerate, with a keen eye for detail, and good IT skills in the MS Office software packages, particularly Excel and PowerPoint; experience of using customer/order management systems such as Salesforce would be useful.
- Customer focused, with previous experience working in a customer‑facing role. Experience working within a fashion/lifestyle retail environment would be an advantage.
The Perks
- Wellbeing
- Employees Assistance Program to support mental, physical and financial health
- Fully equipped free gym and 50% discount off external gym memberships
- Private Medical Insurance
- Employee Discount
- Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more)
- Travel
- Cycle to work scheme
- Continued Development
- Structured support within the business alongside continued learning and development
Equal Opportunity Statement
URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.
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