About

About the role

We’re looking for a proactive, customer-focused Customer service assistant to join our growing E-Commerce team. This is a key support role where you’ll help manage returns across multiple online marketplaces, keep our returns database accurate and up to date, and work with customers to troubleshoot issues and find the best resolution.

If you’re organised, confident communicating with customers, and enjoy problem-solving, this is a great opportunity to join a supportive team with genuine development potential.

Key responsibilities (including but not limited to)

• Download and process return requests from a range of online marketplaces
• Accurately input return details into our internal returns database
• Review return reasons and assess the best next steps (troubleshooting, replacement, refund, repair route, etc.)
• Communicate with customers to diagnose issues and resolve problems where possible
• Discuss return cases with customers when needed to agree a fair and practical outcome
• Liaise with manufacturers and suppliers to organise repairs and replacements where necessary
• Provide back-office support to the wider E-Commerce team, including:
• Assisting with marketplace listings (where required)
• Supporting customer service queries and general admin/admin tasks

What we’re looking for

Essential

• Strong attention to detail and confidence working with data/admin tasks
• Friendly, professional communication skills (written and verbal)
• A calm, solutions-based approach when dealing with customer issues
• Good IT skills (comfortable using systems, spreadsheets, and online platforms)

Desirable (but not essential)

• Experience in e-commerce / online marketplaces
• Experience in returns, RMA, aftersales, repairs, or fault resolution

If you haven’t worked in e-commerce before but you’ve got strong customer service skills and you’re keen to learn, we’d still love to hear from you.

What you’ll get

• Competitive pay
• Company pension
• Healthcare and cash plan benefits (after qualifying period)
• Opportunity to join our Employee Owned Trust (after qualifying period)
• A supportive team environment and the chance to develop your skills within a fast-moving e-commerce operation

Working pattern

This is a part-time, office-based role in Heywood, working Monday–Thursday. Standard hours are 9:00am–3:00pm, but we’re open to discussing flexibility around preferred hours for the right person.

Job Type: Part-time

Pay: £13.00 per hour

Expected hours: 24 per week

Benefits:

• Company pension
• Cycle to work scheme
• Employee stock ownership plan
• Free flu jabs
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person