Customer Care Advisor

About the role

We are recruiting for a fast‑growing fashion e‑commerce brand in Manchester. The Customer Care Advisor will deliver first‑class service, manage enquiries and help maintain high Trustpilot ratings.

Key responsibilities

• Manage all customer email enquiries promptly and professionally.
• Process refunds, returns and exchanges efficiently.
• Resolve complaints with empathy and a solution‑focused approach.
• Answer delivery and order tracking queries.
• Support customers throughout the entire online purchasing journey.
• Maintain and improve customer satisfaction and Trustpilot ratings.
• Liaise with internal teams and couriers to resolve issues quickly.
• Update customer records accurately across internal systems.
• Identify recurring issues and suggest process improvements.
• Meet SLAs and response‑time targets consistently.
• Provide a personalised, positive experience in every interaction.
• Support the team during peak periods and product launches.

Required profile

• Previous experience in a customer service role, preferably within e‑commerce.
• Comfort handling high volumes of enquiries.
• Excellent written communication and attention to detail.
• Proactive, positive attitude with a genuine passion for customer experience.

Required skills

• Shopify
• Gorgias (preferred)

What we offer

• Hybrid working – 2 days in the office, 3 days from home.
• £27,000‑£30,000 salary, DOE.
• 20 days holiday plus birthday off and bank holidays.
• NEST pension scheme.
• Volunteer days.
• Opportunity to join an ambitious, expanding brand.
• Supportive and collaborative team environment.