Customer Service & E-commerce Assistant

Margaret Howell is a contemporary British clothing designer who has worked successfully in men’s and women’s clothing for over five decades. Today, Margaret Howell clothes are sold worldwide with 12 own shops in Europe, over 70 outlets in Japan and an established online business.

We are seeking a proactive and customer-focused individual to join our e-commerce team. This role is responsible for delivering excellent customer service across multiple channels, supporting the day-to-day operation of our online store, and ensuring website content is accurate and up to date. Working closely with internal teams, you will help resolve customer enquiries, monitor website performance, and support the successful launch of seasonal collections. The ideal candidate will have strong attention to detail, excellent communication skills, and a passion for fashion and design.

Key Responsibilities:

- Primary contact for customer enquiries over telephone, email and live chat. Responding in a

timely manner whilst providing accurate information and excellent customer service.

- Escalating queries to e-commerce co-ordinator and manager where necessary.

- Monitor customer service enquiries with the aim to provide improved experience and site

functionality. Generate reports of customer service KPIs and general feedback, liaising across departments where necessary.

- Liaise with the dispatch team, investigating stock issues and other fulfilment problems or delays.

- Perform regular site checks to ensure consistent and streamlined data is held within the e-commerce platform and displayed online, reporting and escalating any technical issues where necessary.

- Assist with the creation of seasonal collections and collaborations for the website, ensuring all information is correct and products are launched in line with the seasonal critical path.

Role Requirements:

- Minimum of 1 year experience in a customer facing role

- Excellent communication skills, both written & verbal

- Confident communicator with strong interpersonal and numerical skills

- Proficient user of Outlook, Excel & Microsoft Office Applications (including Microsoft Teams)

- Excellent time management skills with the ability to work to deadlines and prioritise work accordingly

- Acute attention to detail and problem solving

- Strong interest in womenswear, menswear and design

Desirable

- Working knowledge of Shopify

- Working knowledge of customer service platforms (eg. Gorgias & Zendesk)

The Ideal Candidate

- History of working with Fashion/ Beauty brands

- Strong connection with our brand identity

- Proactive and a ‘can do’ attitude

- A good team player

Rewards

- A competitive salary subject to experience and skills

- Full time role of 35 hours per week, Monday to Friday 10am – 6pm with an unpaid hour for lunch

- 5 weeks holiday plus bank holidays, increasing to 6 weeks with service

- generous clothing allowance

- significant staff discount

- life insurance

- contributory pension and salary exchange scheme

- personal development grant

- cycle to work scheme

- birthday day off

- volunteering day off

- IVF support for parents

- paid maternity and paternity leave

- opportunity to request flexible working (27% of Head Office employees work part-time hours)

- menopause friendly

We actively implement blind recruitment practices to eliminate bias and ensure a fair evaluation of candidates based on their skills, experience, and qualifications. We believe in creating a level playing field for all applicants, and our initiatives reflect our dedication to promoting diversity and inclusion in the workplace.

Applications will be considered as they are received. Candidates will be shortlisted based on how their skills and experience match our requirements as set out above.