Vintage.com
Multichannel Cx Agent
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Multichannel CX Agent
Department: Customer Experience Employment Type: Full Time Location: Trimble Offices, Morley Compensation: £26,250 / year
About the Team
Our Customer Experience (Cx) Team is central to delivering exceptional experiences for our customers. We help people sell their vintage, valuable, and unique items, making the process simple, reassuring, and enjoyable.
Based in Leeds, we support Vintage Cash Cow’s (VCC) mission to transform reCommerce with a focus on reuse, recycling, and sustainability, playing a key role in scaling responsibly.
About the Role
As a Multichannel CX Agent, you will be the first point of contact for customers, handling a wide range of queries with confidence, clarity, and empathy. Reporting to the Multichannel Engagement Team Leader, you’ll manage multiple systems and platforms to deliver seamless service, fast resolutions, and meaningful connections.
Progression Path
Getting Started
- Quickly orientate yourself with products, services, systems, and brand tone.
- Learn how each contact channel operates by shadowing experienced advisors.
- Start handling live queries with support as needed.
Establishing Your Impact
- Confidently manage a diverse range of enquiries across multiple platforms.
- Resolve issues end-to-end, identify recurring themes, and share insights to improve the customer journey.
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.
Driving Excellence
- Become a trusted multichannel specialist, delivering accurate, efficient, and friendly support customers remember.
- Champion quality, consistency, and continuous improvement in the evolving team.
Key Goals & Objectives
- Deliver exceptional customer service across all channels, meeting high satisfaction and accuracy standards.
- Aim for first-contact resolution in customer enquiries.
- Maintain accurate logging and documentation, adhering to GDPR and data protection requirements.
- Collaborate with internal teams to resolve complex issues and share knowledge.
- Identify patterns in customer feedback and propose experience enhancements to reduce friction.
- Foster a supportive team culture through mentoring peers and embedding new tools and processes.
Key Responsibilities
- Respond to customer enquiries via phone, email, webchat, and other channels.
- Provide clear, accurate, and friendly information about VCC’s products, services, and processes.
- Take owner-ship of customer issues, ensuring full resolution and escalating only when essential.
- Work collaboratively with teams across the business to solve complex cases.
- Maintain accurate logs of all interactions, following GDPR, data protection, and quality standards.
- Flag recurring issues, process gaps, or opportunities to improve the customer experience.
- Navigate and switch between multiple systems and platforms confidently.
- Support new team members by sharing knowledge and contributing to a positive, collaborative culture.
- Adapt quickly to new tools, systems, and processes as the team grows.
- Use conflict resolution techniques to prevent and defuse complaints.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Skills, Knowledge, and Expertise
Essential
- Experience in a customer-facing role, ideally across multiple contact channels.
- Strong written and verbal communication skills, with the ability to adapt tone to different customer needs.
- Ability to multitask and manage multiple platforms simultaneously.
- Problem-solving mindset, with a focus on getting it right first time.
- Empathetic, resilient, and composed under pressure.
- Tech-savvy, comfortable learning new systems and tools.
- Collaborative team player, positively influencing team culture.
- Preferable experience working in a multichannel or contact centre environment.
- Familiarity with CRM or customer case management systems.
“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
Location