Customer Care Advisor

About the role

We are seeking a Customer Care Advisor to join Love2Shop during a busy seasonal period. The role is fixed‑term, based in Birkenhead with the possibility to work from home after training, and involves handling customer interactions across phone, email, live chat and social media.

Key responsibilities

• Act as subject‑matter expert for Love2Shop’s physical and digital product range.
• Respond to customer enquiries via phone, email, live chat and social platforms, aiming for first‑contact resolution.
• Process balance enquiries, refunds, replacements and investigate missing orders or failed transactions.
• Perform KYC checks and support fraud, AML and compliance processes, including GDPR‑related requests.
• Assist customers with account management using web and app self‑service tools.
• Monitor social media channels, respond to feedback and make outbound calls for engagement and retention.
• Identify and suggest improvements to processes and the overall customer journey.

Required profile

• Proven experience in a fast‑paced, customer‑facing environment.
• Strong communication and problem‑solving abilities.
• High attention to detail and comfort handling sensitive data.
• Team‑player with a proactive, positive attitude.
• Ability to work under pressure and manage competing priorities.

Required skills

What we offer

• Fixed‑term contract from 17 August 2026 to 31 January 2027.
• Salary of £24,800 per year.
• Hybrid work arrangement – office‑based with remote days after training.
• Opportunity to develop expertise in e‑commerce customer service.
• Supportive, collaborative team environment.