Customer Service Assistant (Part Time Fixed Term Contract)

ARNE is a UK-based apparel and footwear brand based in Birchwood Park, near Warrington. We design and develop all our products in the UK, working with trusted manufacturing partners across both the near and far east.

All our products are available directly to customers through ARNEclo.com, offering a seamless online shopping experience. We're also proud to be stocked in Selfridges, both in-store and online, and we've recently opened our first permanent retail store at Liverpool ONE - a huge milestone for the brand.

Looking ahead, we have ambitious goals for the next decade, and the team firmly believes they're all achievable. From launching new product categories and expanding internationally to investing in paid media, CRM, and growing our retail presence — the next chapter for ARNE is shaping up to be an exciting one. And this is only the beginning!

We've come a long way from starting out in Mum's bungalow back in 2018 to our all-new, fully bespoke HQ. This space will be our home for at least the next 5-10 years, and while it's not quite our style to shout too loudly, it's here that we plan to reach our goals, take ARNE global, and further establish ourselves as a truly iconic UK brand.

Reporting to our Customer Service Manager, you'll be responsible for delivering a first-class customer experience to ARNE customers, ensuring a seamless and exceptional customer journey. Handling all customer enquires meaningfully and thoroughly.

• Please note this role will be offered on a 4-month fixed-term contract basis, with an anticipated start date of mid-September. A range of contracted hours are available to suit different availability requirements

Your day-to-day role and responsibilities include:

• Respond to customers via email, live chat, and social media maintain a customer first attitude
• Handle order queries: tracking, amendments, returns, and fit/sizing exchanges
• Resolve complaints and investigate disputed or lost deliveries, escalating to our 3PL when it's a courier/warehouse issue
• Support fraud checks and raise internal tickets with full context
• Flex during peak periods (sales, drops, seasonal spikes)
• Share customer feedback with product/ops and support the wider team
• Hit KPIs: response time, resolution rate, CSAT
• Contribute to a positive team culture by offering ideas, celebrating team wins, and recognising peer contributions.

Requirements

• Previous experience in a customer-facing or customer experience role is preferred
• Familiarity with CRM systems and eCommerce support platforms (e.g. Gorgias, Zendesk) is desirable
• Confident in handling and resolving customer complaints effectively
• Clear written and verbal communication skills
• Friendly and professional tone
• Ability to understand a customer's needs
• Handle complaints effectively and thoroughly
• Keen attention to detail and work well under pressure
• Able to work across multi-channel contacts efficiently
• Collaborate with colleagues to achieve team and individual KPIs

Benefits

• We are proud to be recognised as a Medium sized Sunday Times Best Place to Work two years a row!
• 32 Days Holiday (including Bank Holidays) + your Birthday off
• Holidays increasing up to 36 days with service
• Option to buy / sell holidays
• Generous staff discount
• Annual and quarterly bonus schemes based on company performance
• Private Healthcare including Dental & Optical Plans after probation
• Health Cash Plan from day one
• Life assurance paying 5x annual salary from day one
• Discounted marketplace with money off/cash back from 100's of places
• Employee Assistance Programme
• Cycle to Work Scheme
• Tech Scheme

ARNE are an equal opportunities employer. We believe that diverse people bring different skills and are committed to ensuring our business support the needs of potential colleagues from Ethnic Minority backgrounds and colleagues who may be disabled or neurodiverse. We are committed creating a great place to work through diversity and inclusivity and we strongly encourage applications from candidates from all backgrounds to join our growing team.

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