What You’ll Do

• Respond to customer enquiries across phone, email, webchat and other digital channels, adapting your communication to the customer and situation.

• Provide clear and accurate information about Vintage.com’s services, processes and customer journey so customers understand what happens next.

• Listen carefully to customer concerns, ask the right questions and identify the information needed to reach an appropriate resolution.

• Handle difficult conversations professionally, using appropriate de-escalation and conflict-resolution techniques where needed.

• Keep customers informed when an enquiry requires further investigation rather than leaving them unsure about what is happening.

• Take ownership of customer enquiries from initial contact through to resolution wherever possible.

• Investigate issues using the systems, information and resources available before escalating to another team.

• Work with colleagues across Vintage.com to resolve more complex customer cases and make sure actions are followed through.

• Escalate appropriately when an issue requires specialist support, additional authority or further investigation.

• Maintain clear and accurate case notes so the history, actions and outcome of an enquiry can be easily understood.

• Record customer interactions accurately and handle personal information in line with data protection requirements and internal standards.

• Navigate multiple systems and platforms confidently so different contact types can be managed efficiently.

• Follow agreed customer processes and quality standards while using judgement where situations are less straightforward.

• Manage workload and competing customer conversations effectively during busy periods without compromising accuracy or customer care.

• Adapt to new systems, tools, channels and processes as our Customer Experience operation develops.

• Build effective working relationships with colleagues across Customer Experience and the wider business to resolve customer issues effectively.

• Share knowledge and useful information with colleagues so the team can provide a consistent customer experience.

• Identify recurring customer questions, complaints and process gaps and raise them so underlying issues can be addressed.

• Use customer feedback and day-to-day experience to suggest practical improvements to processes, information and ways of working.

• Support new colleagues by sharing knowledge and contributing to a helpful and collaborative team environment.

What You’ll Bring

• Experience working in a customer-facing role where you have supported customers directly.

• Clear and confident written and verbal communication skills, with the ability to adapt your tone and approach to different customers and situations.

• Strong problem-solving skills and the confidence to investigate an issue before deciding the right next step.

• The ability to remain calm, respectful and customer-focused when handling complaints, difficult conversations or unexpected situations.

• Strong organisation and attention to detail when managing customer information, actions and case notes.

• Confidence learning and using different digital systems and platforms.

• The ability to manage several tasks or customer conversations while maintaining accuracy and service quality.

• A practical approach to customer service, with the willingness to take ownership and follow enquiries through to resolution.

• Confidence working with colleagues across different teams to find answers and solve customer problems.

• Experience supporting customers across more than one contact channel, such as phone, email and webchat.

• Experience working within a contact centre or multichannel Customer Experience environment.

• Familiarity with CRM, customer-service or case-management systems.

• Experience handling complaints or using de-escalation and conflict-resolution techniques.

• Experience working within a consumer-facing, retail, e-commerce or re-commerce business.

No specific qualification is required. We care more about your customer-service experience, communication skills, judgement and ability to solve problems effectively.

In this role, living our values means:

• Listen carefully to customers and treat every person with respect, patience and genuine care.
• Take ownership of customer enquiries and follow them through rather than passing problems on unnecessarily.
• Communicate clearly and honestly, including when an answer is not straightforward or more investigation is needed.
• Stay calm and fair during difficult conversations, focusing on finding the right outcome for the customer and the business.
• Work openly with colleagues across Customer Experience and the wider business, sharing information and knowledge rather than working in isolation.
• Stay curious about recurring customer questions and issues and use what you learn to help us improve the experience.
• Take pride in getting the detail right, from the information given to a customer to the notes recorded in our systems.
• Adapt positively as our systems, processes and customer channels evolve.