Customer Operations Advisor – Fixed‑Term

About the role

We are looking for a customer‑focused and detail‑driven Customer Operations Advisor to join Love2Shop on a fixed‑term basis during one of our busiest periods of the year. The role involves supporting customers across phone, email, live chat and social media, resolving queries quickly and ensuring a positive experience.

Key responsibilities

• Act as a subject matter expert across our range of physical and digital products.
• Support customers across multiple channels (phone, email, live chat & social).
• Resolve queries first‑time wherever possible, including balance enquiries, refunds and replacements.
• Investigate and resolve issues such as missing orders or failed transactions.
• Assist customers with account management and self‑service tools (web & app).
• Monitor social media and respond to customer feedback and queries.
• Carry out KYC checks and support fraud, AML and compliance processes.
• Handle sensitive requests including account closures and GDPR requests.
• Make outbound calls to support customer engagement and retention.
• Identify opportunities to improve processes and enhance the customer journey.

Required profile

• Proven experience in a busy, customer‑facing role.
• Confidence supporting customers across multiple channels.
• Strong communication and problem‑solving skills.
• High attention to detail and ability to handle sensitive data.
• Team player with a proactive and positive approach.
• Comfortable working in a fast‑paced, constantly evolving environment.
• Knowledge of FCA regulations, GDPR or financial services (desirable).
• Familiarity with Love2Shop products (desirable).

Required skills

• No specific technical skills listed.

What we offer

• Fixed‑term contract from July 2026 to January 2027.
• Monday‑Friday, 9 am‑5 pm schedule with occasional overtime (Oct‑Dec).
• Salary £24,800 per year.
• Potential to work some days from home after training, within a supportive collaborative team.