URBN
Customer Support Agent
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Location
This position is located at Unit 3 Forli Strada, Peterborough, Cambridgeshire, PE7 3HH United Kingdom
Role Summary
As a Customer Support Agent at URBN, you’ll play a key role in delivering an exceptional customer experience by providing high-quality support for existing orders. You’ll take ownership of customer enquiries, concerns, and complaints, ensuring they are resolved efficiently, professionally, and with empathy.
Working in a fast-paced, collaborative environment, you’ll use your strong communication and problem-solving skills to deliver best-in-class service and ensure every customer feels valued and supported.
What You'll Be Doing
- Manage a high volume of customer cases, ensuring enquiries are handled efficiently and resolved within agreed timescales;
- Identify customer needs by actively listening, clarifying information, and thoroughly investigating each issue to provide appropriate solutions or alternatives;
- Work collaboratively with key Supply Chain teams and the wider business to investigate customer issues, challenge existing processes, and identify opportunities to improve the overall customer experience;
- Build effective working relationships across the business to ensure customer issues are resolved promptly and effectively;
- Consistently work in line with URBN’s vision and values, demonstrating a customer-first approach in all interactions and decisions.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What You'll Need
- The ability to communicate with confidence both verbally and with excellent written English is essential.
- Strong interpersonal skills, with the ability to build positive and effective relationships with internal and external stakeholders, including brands, carriers, and third-party contact centres.
- Highly organised, proactive, and self-motivated, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment.
- Strong attention to detail, with good numeracy and IT skills. Experience using customer or order management systems, such as Salesforce, would be advantageous.
- A customer-focused approach, with previous experience in a customer-facing role. Experience within a fashion or lifestyle retail environment would be desirable.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
The Perks
Wellbeing:
- Employees Assistance program to support with mental, physical, and financial health
- Fully equipped free gym and 50% discount off external gym memberships
- Private Medical Insurance
Employee Discount:
- Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!)
Travel:
- Cycle to work scheme
Continued Development:
- We offer structured support within the business alongside continued learning and development
Equal Opportunity Statement
URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements, and business needs.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills