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Oxfam is a global movement of people working together to end the injustice of poverty.
The Role
As a Customer Service Advisor at Oxfam’s Milton Point Warehouse, you will play a key role in delivering outstanding customer service across all site operations, with a strong focus on supporting our fast-paced eCommerce function. You will manage internal and external customer enquiries, feedback, and complaints, ensuring all queries are resolved within agreed timeframes and in line with service level KPIs.
Using a variety of communication channels, you will provide clear, accurate, and concise information while maintaining a professional, solution-focused approach. The role also involves reconciling returns and processing refunds efficiently and accurately.
Working collaboratively with colleagues across the wider team, you will contribute to continuous improvement initiatives and help ensure customers receive a positive and consistent experience that reflects Oxfam’s values.
To be successful in this role, you will have excellent communication skills and a strong command of the English language, along with the ability to work proactively in a customer-focused environment.
Please note, we are hiring for 2 roles.
What We Are Looking For
We are seeking a candidate who is passionate about Oxfam’s mission to end poverty and who demonstrates a strong personal commitment to our feminist principles and core values of empowerment, accountability, and inclusion. The ideal candidate will thrive in a fast-paced environment, delivering exceptional customer service through Live Chat and managing a high volume of email enquiries with professionalism, empathy, accuracy, and a customer-focused approach.
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An Ideal Candidate For The Role Will
- Have excellent interpersonal and active listening skills
- Clear communication skills: written & verbal and a strong command of the English language
- Have good organizational abilities, problem solving, and multitasking skills
- Ability to work calmly under high-stress situations
- Work in line with Oxfam’s values of accountability, empowerment, & inclusiveness
- Be an effective role model demonstrating high levels of performance & professionalism
- Support individuals and teams to develop & grow
- Manage workload with minimum supervision
- Have good time management skills
- Have an awareness of Health & Safety issues
- Have strong IT Skills
- Skilled in managing customer enquiries via Live Chat and email across various online marketplaces
We Offer
We offer a competitive salary and a range of additional benefits to staff including flexible working options, generous pension scheme, annual leave, additional leave allowances, company sick pay, life assurance, and a range of other benefits.
From the day you join Oxfam we invite you to stretch and learn in your role. Our wide range of Learning & Development opportunities includes in-house courses, e-learning modules, on-the job learning opportunities, coaching and mentoring, and much more.
You can read more about all Oxfam has to offer here.
Flexfam
We believe flexible working is key to building the Oxfam of the future, so we’re open to talking through the type of flexible arrangements which might work for you. This role will be based in Milton Point Warehouse, and may involve some shift work and weekends.
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How To Apply
As part of your online application, please upload your up-to-date CV and Cover Letter explaining your suitability against the essential criteria in the job profile.
Our Values and Commitment to Safeguarding
Oxfam is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity, and financial misconduct; and promoting the welfare of children, young people, and adults. Oxfam expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.
We are committed to ensuring diversity and gender equality within our organisation and encourage applicants from diverse backgrounds to apply.
A Thriving Diverse Oxfam
It’s people power that brings about change. To play our part as a global organisation working to overcome poverty and inequality, we need equality, diversity, and inclusion across our community of staff, partners, and volunteers. Together, we’re committed to becoming a more diverse workforce, better able to tackle the global challenges that face our world today.
To Do That
- We need to dismantle the unequal power structures that exist everywhere, this including Oxfam and the wider development and charity sectors.
- We need an inclusive Oxfam where everyone can bring who they are to our work and feels celebrated for the differences they bring.
- We want and need everyone, and that means we need you.
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