Order Management & Operational Support

• Track and monitor customer orders from placement through to delivery.
• Process customer returns, exchanges, refunds, and replacements in line with company policies and consumer legislation.
• Partner closely with Warehouse and Logistics teams to resolve delivery issues and ensure smooth fulfilment processes.
• Liaise with third-party carriers and partners to investigate delivery queries and provide timely customer updates.
• Maintain accurate customer records and system data to support operational efficiency and reporting requirements.

Stakeholder Collaboration

• Build strong working relationships with internal departments including E-commerce, Retail, IT, Finance, Warehouse, and Logistics teams.
• Escalate complex customer issues where appropriate and work collaboratively to achieve timely resolutions.
• Support wider E-commerce initiatives and customer service improvement projects as required.

Performance & Continuous Improvement

• Consistently achieve customer service KPIs, quality standards, and response-time targets.
• Identify trends, recurring customer issues, and opportunities to improve customer satisfaction and operational processes.
• Contribute to a culture of continuous improvement, providing feedback and recommendations to enhance service delivery.
• Remain up to date with company policies, procedures, and evolving customer service best practices.

(Please note this is not an exhaustive list of duties and you may be required to perform additional duties to fulfil the requirements of the role)

PROFILE & KEY SKILLS

• Previous experience within an E-commerce Customer Service, Customer Experience, or Online Retail environment.
• Excellent communication and interpersonal skills with a customer-first approach and the ability to deliver exceptional service across multiple channels.
• Strong problem-solving abilities with the confidence to manage customer queries, complaints, and resolutions effectively.
• Experience using CRM and customer service platforms, such as Salesforce or similar systems.
• Highly organised with the ability to prioritise workload, manage competing demands, and maintain accuracy in a fast-paced environment.
• Collaborative and proactive, with the ability to build strong working relationships across departments and with external partners.
• Commercially aware, adaptable, and passionate about delivering an outstanding customer experience while representing the Vivienne Westwood brand.

BENEFITS

• Staff discounts
• Health & Wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Access to Financial Planning Service, etc.)
• Perkbox Discounts and Wellness Hub
• Cycle to work scheme
• Generous annual leave allowance
• Pension Scheme
• Training and hands-on experience
• Opportunities to build new skills and gain valuable industry knowledge

Applications are reviewed on an ongoing basis, so we recommend applying early to avoid missing out.

Vivienne Westwood is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local government laws. For our privacy statement please visit this link.