Customer Service & E Com Assistant

About Us:

We are an independent department store established over 250 years by the Jarrold family and very proud to have been awarded the coveted Drapers Award for the “Best Independent Department Store” for the second year running! Because we are independent, all the decisions for the store are made right here in Norwich, so we know our customers and our customers know us.

As an organisation, we truly live by our values and when you are a Jarrold’s colleague, it genuinely feels like being part of one big family. Whatever the day brings we are ‘in it’ together, showing support and care for each other.

We are looking for an enthusiastic individual to join our fantastic Customer Service & E‑commerce Operations Team.

• Customer Services – you are a crucial point of contact for our customers and you will be an ambassador for the Jarrolds brand. Your responsibilities will include:
  • Providing a warm and welcoming reception to customers in‑person, over the phone and online.
  • Interacting with customers, resolving their queries, signpostng to appropriate colleagues and / or departments throughout the Jarrold Group and delivering an exceptional experience at all times.
  • Creating unique and memorable experiences for every visitor, making them feel special, listened to and appreciated.
• E commerce Responsibilities – For this element of the role, you will work back and front of house and require excellent communication and organisational skills. You will work very closely with our E‑commerce team to ensure online orders are processed accurately and efficiently making the online aspect of the customer journey seamless. This role is active and requires a keen eye for detail.

• Strong communication and interpersonal skills.
• A passion for delivering exceptional customer service.
• A friendly, calm and efficient manner – even on our busiest days!
• Ability to empathise with customers, understanding their needs.
• Enthusiasm, flexibility and always ready to go the extra mile.
• Excellent attention to detail and the ability to multitask.
• Previous experience in customer service or retail is advantageous.

At Jarrolds we truly value our colleagues and try to make sure everyone who works here feels appreciated and valued. These are some of the many great benefits you will have access to when you join us.

• Generous colleague discount for our stores
• Free colleague car park within walking distance of our main store
• Free bicycle storage.
• Wellbeing employee assistance programme
• Exclusive local discounts on a range of local restaurants and shops.
• One paid volunteering day per year.

If this role interests you and you believe you have what we are looking for then please apply with a CV and covering letter. We look forward to hearing from you…

• Job Type: PERM PART TIME
• Salary: £13,333 / year
• Start Date:
  
  TBC
• Schedule:
  
  Monday‑Sunday
• Expected hours: 21 hrs / week including weekends
• Work Location:
  
  Jarrolds. 1‑11 London Street, Norwich. NR2 1JF
• Ability to commute/relocate:
  Norwich, reliably commute or plan to relocate before starting work (required)
• Right to Work:
  United Kingdom (required)
• Closing Date:
  Tuesday 02.02.2026