Moda in Pelle
Customer Service Agent
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Customer Service Agent
Leeds Head Office
Full Time | Fixed-Term (August 2026 – February 2027)
Are you passionate about delivering exceptional customer service?
At Moda in Pelle, we're looking for enthusiastic and customer-focused Customer Service Advisors to join our Head Office team on a fixed-term contract to support us throughout our busy peak trading period.
This is a fantastic opportunity for someone who thrives in a fast-paced environment, enjoys solving problems and takes pride in delivering an outstanding customer experience.
About the Role
As a Customer Service Advisor, you'll be the voice of Moda in Pelle, supporting our customers across a variety of channels including telephone, email and live chat. You'll manage customer enquiries from both our online and retail stores, working to provide first-contact resolution wherever possible whilst delivering a friendly, professional and personalised experience.
Working closely with colleagues across the business, you'll help ensure every customer enjoys a seamless experience from enquiry through to resolution during our busiest time of year.
What you'll be doing?
- Deliver outstanding customer service via telephone, email and live chat.
- Resolve customer queries efficiently with a focus on first-contact resolution.
- Support customers with orders, deliveries, returns, refunds and product enquiries.
- Assist our retail stores with customer-related queries and order support.
- Process customer payments and refunds accurately and securely.
- Maintain accurate customer records using our CRM systems.
- Manage customer contact queues to ensure service level agreements are met.
- Complete a variety of administrative tasks, including order management and outbound customer calls.
- Work collaboratively with teams across the business to achieve the best outcomes for our customers.
- Act as a proud ambassador for the Moda in Pelle brand.
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About You
We're looking for someone who is customer-focused, organised and enjoys working in a fast-paced environment.
You'll ideally have:
Essential
- Previous customer service experience.
- Excellent verbal and written communication skills.
- Strong organisational skills and attention to detail.
- Good IT skills, including Microsoft Office and the ability to learn multiple systems.
- The ability to prioritise workloads and meet deadlines.
- A positive, proactive attitude with a genuine passion for helping customers.
- Confidence communicating with colleagues across all areas of the business.
- A willingness to learn, develop and embrace feedback.
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Desirable
- Experience using Zendesk or similar customer service platforms.
- Experience supporting customers via live chat.
- Knowledge of CRM and back-office systems.
- Experience supporting direct-to-consumer (D2C) order management.
- Experience handling customer complaints and finding effective resolutions.
Why Join Moda in Pelle?
At Moda in Pelle, our people are at the heart of everything we do. You'll join a supportive, collaborative team where you'll play a key role in delivering an exceptional customer experience during one of our busiest and most exciting times of the year.
Whether you're looking to build on your customer service experience or gain valuable experience within a thriving retail Head Office environment, we'd love to hear from you.
Moda in Pelle is committed to creating an inclusive workplace where everyone feels respected, valued and empowered to be themselves. We welcome applications from people of all backgrounds and experiences and are committed to providing equal opportunities throughout our recruitment process and employment.
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