Vintage Cash Cow for Charities
Multichannel Cx Agent
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About The Team
Our Customer Experience (Cx) Team is at the heart of delivering exceptional experiences for our customers. We're the team that guides people through selling their vintage, valuable and unique items, making it simple, reassuring, and genuinely enjoyable.
Based in Leeds and supporting Vintage Cash Cow’s mission to transform reCommerce with a focus on reuse, recycling and sustainability, the Cx team plays a huge role in helping us scale responsibly.
About The Role
You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy. Reporting into the Multichannel Engagement Team Leader, you’ll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections.
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Getting Started…
You’ll quickly get up to speed with our products, services, systems, and tone of voice. You’ll learn how each contact channel works, shadow our most experienced advisors, and begin taking live queries with support.
Establishing Your Impact…
Once settled, you’ll confidently handle a wide range of enquiries across multiple platforms. You’ll be resolving issues end to end, spotting recurring themes, and sharing insights that help us improve the overall customer journey.
Driving Excellence…
You’ll become a trusted multichannel specialist, delivering accurate, efficient, and friendly support that customers genuinely remember. You’ll champion quality, consistency, and continuous improvement as we build out this new function.
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Key Goals & Objectives
- Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
- Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
- Maintain accurate logging and documentation in all systems, meeting data protection and quality standards.
- Collaborate effectively with internal teams to solve complex issues and share knowledge.
- Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction.
- Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes.
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