CAREERS

CUSTOMER CARE ADVISOR   

 

Location – Hoxton, East London 

 

Job type – Full Time, Permanent, Hybrid working 

 

Reports to – Customer Care Supervisor 

 

Direct Reports – None 

 

Salary: £26,500 per annum  

 

 

Who We Are

Founded in 2005, the story and vision for the brand was simple. Fashion-led luxurious lingerie and nightwear collections made with the highest quality at an affordable price. Bluebella is a lingerie brand with strength and modernity at its heart; designed to redefine sensuality.

 

Bluebella has grown into a multi award-winning brand with a fast-growing profile with a rapidly growing website alongside a roster of stockists.

 

Bluebella’s marketing campaigns are known for championing female empowerment, inclusivity and supporting LGBTQ+. During 1st lockdown Bluebella launched the world’s largest online catwalk show with a diverse range of models selected from our Instagram followers.

 

Bluebella has won a number of awards, most recently the 2024 Kings Award for Enterprise, awarded to Bluebella for outstanding achievement in International Trade.

 

 

The Team

Our Customer Care Team support our customer base through our stylish online store, liaising with customers and potential customers via telephone, email and live chat to assist with their queries, to stimulate customer retention and to increase order values where possible. 

 

The Role

The Customer Care Advisor is responsible for front line customer support, ensuring the Bluebella Customers receive excellent service through all touchpoints.

 

You will play a key role in ensuring that we consistently exceed our customers’ expectations, providing an elevated customer experience.

 

 

Key Responsibilities

• Provide the highest standard in Customer Service, speaking with clients through a range of platforms including phone, email, live chat, social media and review platforms.
• Dealing with all facets of the customer care process from start to finish. Ensure customers receive advice, guidance and when needed issue resolution, assisting with exchanges, returns, cancellations, refunds, or order replacements
• Proactively keep customers informed with timely updates, aways ensuring a first-class customer experience.
• Highlight customer pain points and ensure any process or technical issues impacting the Bluebella customer care experience are escalated to the Customer Care Supervisor.
• Be proactive in ensuring that the Customer Care Team delivers a high-quality customer experience and meets individual and team KPI’s.
• Maintain knowledge of Bluebella products to be able to advise on style, size and fabrics (attending meetings with the Production team to learn more about product and sizing.)
• Develop an excellent knowledge of the administration and order management of the Bluebella Shopify e-commerce site and connecting systems.
• Manage and prioritize personal workloads effectively. Be adaptable and flexible to ensure that customer expectations are always maintained
• Work with CS Supervisor to help improve the user experience on the site in line with customers’ feedback.
• Be adaptable and flexible to ensure that customer expectations are always maintained. Positively support changes and innovation that improve customer experience.

 

 

Requirements

• Experience in an online customer care environment for a fashion/retail brand is essential. Experience in a lingerie environment is a plus! 
• A positive and bright disposition and great interpersonal skills. A flexible approach with a ‘can do’ attitude. 
• Well-developed communication skills, both verbal and written. The ability to speak to and engage with Bluebella customers confidently, demonstrating knowledge and empathy. 
• Able to understand customer requirements and any pain points, to deliver an excellent level of service. Able to identify bigger issues and proactively suggest solutions. 
• Tech savvy - a confident user of Customer Care platforms such as Gorgias and experience of using virtual call center platforms such as Just Call. Familiarity with Shopify and Netsuite is advantageous. 
• Experience working with couriers, shipping logistics and other distribution methods. 
• Great attention to detail, desire to improve processes and the customer experience. Good 
• problem-solving skills.
• A high level of motivation, ability to multi-task and support work volumes that fluctuate.
• Highly organised with the ability to manage and prioritise personal workloads effectively.
• Excellent general PC skills, including MS Office 

 

 

Package

• 23 days holiday, plus UK Bank Holidays. Holiday increases with length of service.
• Flexible Working Policy (flexible start and finish times) 
• Hybrid Working Policy (currently minimum 2 days in the office & ‘work remotely August’)
• Private Healthcare Scheme.
• Workplace Pension Scheme
• Employee Assistance Programme for wellness and mental health support [EAP]
• Other wellness benefits including paid for Eye Tests,  Cycle To Work scheme and Paid Volunteering Day.  
• Generous employee and friends and family discounts and employee Birthday and Christmas gifts. 
• Office Healthy Snacks and refreshments.
• Bi-monthly company socials during working hours. 

 

Bluebella are an equal opportunities employer, committed to promoting equality, diversity and inclusion and eliminating unlawful discrimination in the workplace. We encourage applications regardless of race, religion, ethnicity, sexual orientation, age, disability or gender. We are fully committed to providing an inclusive and accessible recruitment process for all.