Customer Service Advisor (Maternity Leave Cover ~1 Year Temporary Contract)

Role Overview

The Customer Service Advisor (Temp) is responsible for providing helpful, accurate and professional support to Walker Slater customers across phone, email, CRM tickets and review platforms.

The role involves handling customer enquiries, resolving issues where possible, giving product and sizing advice, managing complaints, and coordinating with internal teams to make sure customers receive a joined\-up service.

This role requires strong communication skills, good judgement, a calm approach under pressure, and a good understanding of clothing, fit and customer expectations.

The role will cover the customer service advisor position for a fixed term temporary period for the purpose of maternity cover.

Key Responsibilities

Customer Support

· Answer customer phone calls in a professional and helpful manner.

· Resolve customer queries where possible or direct them to the correct department when required.

· Use Gorgias CRM to manage and respond to customer enquiry tickets.

· Provide customers with advice on sizing, fit, colour, style and product suitability.

· Support customers with order queries, delivery updates, returns, exchanges and general aftercare.

· Handle customer complaints and feedback calmly, fairly and in line with company policy.

· Balance customer satisfaction with company procedures and commercial judgement.

CRM, Reviews and Feedback

· Keep customer records and ticket notes accurate and up to date within Gorgias.

· Respond to customer reviews on Trustpilot where required.

· Track recurring customer issues or feedback and raise these with the relevant manager.

· Use spreadsheet trackers to monitor areas such as Click \& Collect, customer feedback, payment disputes and other customer service activity.

Internal Coordination

· Work closely with the Fulfilment Team on customer order issues, delivery queries and completed orders.

· Coordinate with retail stores where customer enquiries involve store stock, Click \& Collect or in\-store service.

· Pass enquiries to the correct department where needed, for example:

o Marketing partner enquiries to the Marketing team.

o Manufacturing or production enquiries to the Production team.

o Logistics or delivery issues to the Distribution Centre team.

· Ensure customer issues are handed over clearly when another department needs to take action.

Standards and Communication

· Maintain a professional tone across phone, email, CRM and review responses.

· Communicate clearly, accurately and in keeping with the Walker Slater brand.

· Follow company policies on returns, exchanges, delivery, complaints and customer data.

· Escalate complex, sensitive or high\-risk customer issues to a manager when required.

Skills and Experience

Essential

· Previous experience in a customer service role.

· Strong written and verbal communication skills.

· Confident and professional telephone manner.

· Calm and patient when dealing with difficult, upset or rude customers.

· Good problem\-solving skills.

· Ability to balance company policy with customer satisfaction.

· Comfortable using CRM systems, spreadsheets and basic office software.

· Good attention to detail when recording customer information and following up issues.

Desirable

· Experience working in clothing, tailoring, retail or a similar customer\-facing environment.

· Good understanding of how clothing fits different body shapes.

· Ability to give confident advice on sizing, fit, colour and styling.

· Sales experience, especially in a retail or premium product environment.

· Experience using Gorgias, Trustpilot, Magento or similar systems.

Personal Attributes

· Helpful, calm and professional.

· Clear communicator.

· Good listener.

· Organised and reliable.

· Able to work across departments without losing ownership of the customer issue.

· Comfortable dealing with a mix of straightforward enquiries and more complex complaints.

· Commercially aware, with an understanding of when to be flexible and when to follow policy.

Pay: £15\.50\-£16\.00 per hour

Work Location: In person

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