Multichannel Customer Advisor

Multichannel Customer Advisor – Vintage Cash Cow

Location: Trimble Offices, Morley

Compensation: £25,000 / year

Department: Customer Engagement Centre (CEC)

We guide people through selling their vintage, valuable and unique items, making it simple, reassuring and genuinely enjoyable.

The Multichannel Engagement Team Advisor is a newly created role designed to elevate our customer experience across a variety of contact channels, including inbound and outbound phone, email, webchat and more. You’ll be the first point of contact, handling a wide range of queries with confidence, clarity and empathy.

Reporting into the Multichannel Engagement Team Leader, you will work across several systems and platforms, contributing to seamless service, fast resolutions and meaningful customer connections.

• Respond to customer enquiries across phone, email, webchat and other channels.
• Provide clear, accurate and friendly information about VCC’s products, services and processes.
• Take ownership of customer issues, ensuring full resolution and escalating only when essential.
• Work collaboratively with teams across the business to solve complex cases.
• Log all interactions accurately, adhering to GDPR, data protection and internal quality standards.
• Flag recurring issues, process gaps or opportunities to improve the customer journey.
• Navigate and switch between multiple systems and platforms with confidence.
• Support new team members by sharing knowledge and contributing to a positive, collaborative environment.
• Adapt quickly to new tools, systems and processes as the team evolves.
• Use conflict resolution techniques to prevent and de‑escalate complaints.

• Experience in a customer‑facing role, ideally across more than one contact channel.
• Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
• Ability to multitask and manage multiple platforms and contact types simultaneously.
• Strong problem‑solving mindset with a focus on getting it right first time.
• Empathetic, resilient and calm under pressure.
• Tech‑savvy and comfortable learning new systems and tools.
• A collaborative team player with a positive influence on team culture.
• Nice to have (not essential): experience in a multichannel or contact centre environment; knowledge of CRM or customer case management systems.

At Vintage Cash Cow we are committed to fostering an inclusive environment where everyone feels heard, valued, respected and empowered to bring their authentic self to work. We welcome applicants from all backgrounds, perspectives and experiences and strive to create equitable opportunities for all. If you’re excited about this role but don’t tick every box, we still encourage you to apply – your unique skills and experiences might be just what we’re looking for now or in the future.

If you need adjustments or accommodations during the hiring process please reach out and we’ll support you. Your personal data will be handled in accordance with our Privacy Notice.

Entry level

Full‑time

Other

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