Senior Ecommerce Customer Services Advisor

WHAT IS IN IT FOR YOU?

Permanent role

Gateshead location

Up to £35K per annum

Monday to Friday, 9am–5pm

Hybrid working :
Up to one optional work-from-home day per week

Personal and company performance-related bonuses

Private medical cover via WPA

Dental cover via Den Plan

Staff discounts across stores

Cycle to Work scheme

Personal learning & development budget with allocated time

Regular 1-2-1s, appraisals, and salary reviews

Statutory holiday allowance, plus one additional day per year of service (capped at
5)

Free on-site parking

Complimentary drinks, fresh fruit, and snacks

Two fully fitted kitchens

Shower facilities

Our client is a growing ecommerce business based in Gateshead. We are looking for a senior-level Customer Services Advisor with strong customer retention and complaint-handling experience to join the organisation.

This is a hands‑on role for someone confident dealing with complex customer issues and protecting long‑term customer value, this is not a scripted call‑centre position.

This is a Senior role with genuine autonomy and trust, there is no weekends or shift work connected with the position. You will be placed in a position to make a direct impact on customer loyalty and brand reputation

You'll manage customer enquiries across email, live chat, and telephone, taking full ownership from first contact through to resolution.

Retaining customers who are unhappy or at risk of leaving

De‑escalating complaints calmly and professionally

Handling refunds, replacements, delivery issues, and quality concerns

Using sound judgment to balance customer satisfaction with commercial awareness

Managing tickets efficiently via Zendesk

Identifying recurring issues and feed improvements back to the team

Representing the brand with clarity, empathy, and confidence

This role requires experience, confidence, and good judgment. You should be comfortable working autonomously.

Several years' experience in ecommerce customer service

Proven experience in customer retention and complaint resolution

Strong written and verbal communication skills

Experience using ticketing systems (Zendesk preferred)

A calm, solutions‑focused approach under pressure

Strong commercial awareness

Magento experience is preferred but not essential

From a premium ecommerce background is also advantageous

Please send your updated CV to Tony Hutchinson or apply direct by calling Westray Recruitment Group