Customer Experience Assistant

💰 Salary: £25-27,000 + bonus
📍 Location: Potters Bar
🏙️ Office requirement: Minimum three days in the office
📝 Employment type: Permanent full-time

The role

At Elizabeth Scarlett, we are scaling our presence in the UK and US with the ambitious goal of raising £2 Million for Wildlife Conservation by 2030. We are looking for passionate, driven individuals eager to make an extraordinary impact and help us achieve this goal.

We are seeking a passionate and dedicated Customer Experience Assistant, you’re a confident communicator who enjoys going above and beyond to resolve the issue at hand. In this role, you will be focused on providing a first-class experience to customers, supporting them through their online ordering journey via email, engaging with our community on socials or assisting them on the phone. This approach will extend to our Customer Operations, where you will assist our wider Operations team in creating a seamless customer journey.

Sounds great, what will I be doing? 🤔

• 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.
• Engage with our community across our social platforms, helping to bring our brand voice to life 
• 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.

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 and range development administration and new stock quality checks
• Assisting with preparations for socials, events and photoshoots 
• Upkeep and development of our trackers and systems
• Administrative tasks relating to warehouse operations

What do I need to bring with me? 🧳

• 1 year experience working in a customer care role is preferred
• 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 🤝

Salary with Performance-Based Bonus

• £25-27,000 + bonus

Work schedule

• Minimum of three days a week in our newly refurbished office located in Potters Bar, 2 days WFH
• 24 days holiday, plus bank holidays

Personal Development

• Annual Learning & Development budget (3% of gross salary)

Team Perks

• Annual Summer Retreat (e.g. 2 days at 42 Acres!)
• £500 of Elizabeth Scarlett products per year + 60% team discount
• Personal code with a 25% discount for friends & family

Interview Steps 👟

1. Preliminary phone call interview 
2. Skills based task completion 
3. In person final stage interview

Interested? Apply Now!