Customer Support - eCommerce

Customer Support - eCommerce Location:  BD4 6HN Division:  Supply Chain Contract Type:  Permanent - Salaried We’re looking for someone friendly, curious and customer-focused to join our team as a Customer Support for eCommerce.   You’ll be supporting our UK online customers with all sorts of queries — from tracking orders and investigating potential fraud, to helping fix problems and making sure everything runs smoothly. You’ll be part of a small, supportive team that works closely with other areas of the business like our warehouse and marketing teams, so there’s plenty of variety and opportunity to make a real difference.   If you’ve worked in a customer-facing role before, especially one where you’ve had to handle more complex queries or dig a little deeper to find the right solution, we’d love to hear from you.   What you’ll be doing: •    Helping customers via phone and web chat •    Handling a mix of queries — including order tracking, fraud checks and service issues •    Investigating problems and resolving them quickly and thoroughly •    Working to service level agreements (SLAs) to keep things running smoothly •    Spotting opportunities to improve how we do things and sharing your ideas   What we’re looking for: •    Great communication skills — written and verbal •    Previous experience in a busy customer service role, speaking directly with customers •    Previous experience of communicating with customers and teams through a variety of mediums such as email, web chat and phone •    Confidence dealing with more complex queries that need a bit of investigation •    Strong attention to detail and a natural problem solver •    Comfortable using systems and tech (Excel, Outlook and other online tools) •    A proactive mindset — you’re always looking for ways to improve things •    Experience working to SLAs/KPIs and achieving goals   Based at our Dawson Lane site in Bradford, close to key motorway links you’ll be able to take advantage of: Competitive salary A full-time role, Monday to Friday, ideally 8am–4pm 26 days holiday plus bank holidays Health cashback scheme Pension benefit Hybrid working, typically 2-3 days in the office and 2-3 days working from home, especially around seasonal peaks like Christmas Free onsite parking for when you are in the office A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance   REF-(Apply online only)