Senior Ecommerce Customer Services Advisor
Remote / Online - Candidates ideally in
Lamesley, Gateshead, Tyne and Wear, NE110, England, UK
Listed on 2026-01-12
Lamesley, Gateshead, Tyne and Wear, NE110, England, UK
Listing for:
Westray Recruitment Consultants Ltd
Full Time, Remote/Work from Home
position Listed on 2026-01-12
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Customer Success Mgr./ CSM
Job Description & How to Apply Below
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
THE ROLE
- 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
Position Requirements
10+ Years
work experience
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