Customer Service & Operations Assistant
We usually respond within two weeks
Customer Experience & Operations Assistant
at Elizabeth Scarlett
Salary: £23-25k
Start Date: Mid/end October 2024
As a Customer Experience and Ops Assistant you’re focussed on providing a first-class experience to customers, supporting them through their online ordering journey via email, socials or on the phone. You’re a confident communicator who enjoys going above and beyond to resolve the issue at hand. This approach will extend to our Operations, where you will assist our Ops and Production teams in creating a seamless customer journey. You are excited to be working in a startup environment, with the ability to work to deadlines and thrive under pressure.
The Customer Success Assistants will report to Athena, our Customer Experience Exec.
About us
Elizabeth Scarlett is a luxury fashion accessories brand inspiring a global passion for wildlife conservation. Founded by artist & wildlife-lover Elizabeth Scarlett Petrides, we’ve raised over £500,000 for wildlife charities & have our sights set on donating £2,000,000 by 2030.
Through our timeless range of beautifully embroidered pouches and essential travel treasures, we celebrate wildlife & nature, while raising funds to help restore their abundance across the planet. We allow our customers to make a bold, joyful statement with the pouch that gives back.
Responsibilities
- Ensure that an excellent customer experience is given to every customer, every time.
- Resolve customer issues across multiple channels in a timely manner, communicating through email, phone, and social media.
- Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, including sharing insights with the wider team on learnings from our customers.
- Assist customers with all lines of enquiry which will include product queries, returns, delivery issues, payments & more.
- Be committed to meeting KPI’s including quality and productivity targets; playing a key role in helping the department to achieve its overall goals.
- Work with your colleagues across Customer Experience and internal departments to continuously strive to improve service and knowledge through regularly sharing customer feedback.
- Handle customer data ethically and in accordance with GDPR.
Operations Responsibilities
As part of the Operations Team, you will also be assigned responsibilities to help you learn more about the company and offer you various potential growth opportunities in the business. Such as, but not limited to:
- Assistance with Production administration when needed - logging samples, assisting on QCs
- Adding and maintaining product information on our website
- Keeping system data up to date
- Processing ad hoc orders for ecom, trade & internal team requests
- Upkeep and management of trackers and spreadsheets
- Ad hoc administrative tasks relating to warehouse operations
Requirements
- 1 year experience working in a customer care role is preferred but not essential
- Ability to commute to our Hertfordshire office (EN6) three times a week
- Excellent written and verbal communication skills
- Some Excel or Google Sheets ability
- Strong problem-solving skills and ability to work at pace, whilst maintaining a strong eye for detail
- Passionate about furthering a career in Customer Experience
- Flexibility to work shifts, including occasional weekends
- Passion for the brand, its ethics and values
- UK bank account, a NI number, proof of eligibility to work in the UK, able to speak English fluently
What we can offer you
- A competitive salary & bonus structure, with a supportive, experienced & passionate team.
- A flexible, hybrid working model
- Opportunity to raise £1 million over 4 years to protect wildlife & keystone species
- 24 days holiday, plus bank holidays
- An extra 3% of your gross salary for learning & development
- The chance to put your mark on our brand as we build and scale from strong foundations
- £500 of Elizabeth Scarlett per year with 60% off & a Personal Code with 25% discount for family & friends
- Pregnancy loss support leave
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, parents, and individuals with disabilities to apply. Elizabeth Scarlett is an equal-opportunity employer and welcomes everyone to our team. Please let us know if you need reasonable adjustments at any point in the application or interview process.
Interested? Apply Now!
- Remote status
- Hybrid Remote
About Elizabeth Scarlett
Elizabeth Scarlett exists to promote joyful living, while raising funds to protect our planets precious wildlife.
Our business grew from a passion for art, finding pleasure in small everyday moments and appreciating the natural world around us. Each year, we commit to giving back to nature and supporting wildlife conservation.
Customer Service & Operations Assistant
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