Ecommerce Customer Service Associate - 3mth FTC

ABOUT VIVIENNE WESTWOOD

Vivienne Westwood is one of the most iconic British fashion brands, renowned for its heritage, innovative design, and commitment to culture and activism. We care deeply about our people and the environment, and our core values — Gaia, Quality not Quantity, Activism, Culture & Heritage — guide us daily. If you share our passion for creativity, sustainability, and innovation, we’d love to hear from you.

ABOUT THE ROLE

Vivienne Westwood is seeking a proactive and customer-focused E-commerce Customer Service Associate to join our E-commerce team. You will deliver an exceptional customer experience across all digital touchpoints, supporting customers throughout their online journey, from pre-sales enquiries through to delivery, returns, and aftercare.

Working closely with Logistics, Warehouse, IT, Retail, and Finance, you will help ensure a seamless customer experience while upholding the brand's commitment to service excellence.

This is a seasonal fixed-term role for an initial three-month period, supporting the business during the Christmas peak trading season. We are looking for individuals who can make an immediate impact in a fast-paced luxury retail environment.

KEY RESPONSIBILITIES

Customer Experience & Service Delivery

• Deliver exceptional customer experience across all communication channels, including email, telephone, live chat, and social media.

• Act as the first point of contact for customer enquiries, providing accurate, professional, and timely resolutions.

• Manage customer cases through Salesforce and internal systems, ensuring all customer interactions are documented and updated within agreed service level agreements (SLAs).

• Proactively communicate with customers regarding order updates, delivery information, returns, exchanges, and refund requests.

• Resolve customer concerns efficiently while maintaining a positive customer experience and protecting brand reputation.

• Support customer retention by delivering personalised service and identifying opportunities to enhance the customer journey.

Order Management & Operational Support

• Track and monitor customer orders from placement through to delivery.

• Process customer returns, exchanges, refunds, and replacements in line with company policies and consumer legislation.

• Partner closely with Warehouse and Logistics teams to resolve delivery issues and ensure smooth fulfilment processes.

• Liaise with third-party carriers and partners to investigate delivery queries and provide timely customer updates.

• Maintain accurate customer records and system data to support operational efficiency and reporting requirements.

Stakeholder Collaboration

• Build strong working relationships with internal departments including E-commerce, Retail, IT, Finance, Warehouse, and Logistics teams.

• Escalate complex customer issues where appropriate and work collaboratively to achieve timely resolutions.

• Support wider E-commerce initiatives and customer service improvement projects as required.

Performance & Continuous Improvement

• Consistently achieve customer service KPIs, quality standards, and response-time targets.

• Identify trends, recurring customer issues, and opportunities to improve customer satisfaction and operational processes.

• Contribute to a culture of continuous improvement, providing feedback and recommendations to enhance service delivery.

• Remain up to date with company policies, procedures, and evolving customer service best practices.

(Please note this is not an exhaustive list of duties and you may be required to perform additional duties to fulfil the requirements of the role)

PROFILE & KEY SKILLS

• Previous experience within an E-commerce Customer Service, Customer Experience, or Online Retail environment.

• Excellent communication and interpersonal skills with a customer-first approach and the ability to deliver exceptional service across multiple channels.

• Strong problem-solving abilities with the confidence to manage customer queries, complaints, and resolutions effectively.

• Experience using CRM and customer service platforms, such as Salesforce or similar systems.

• Highly organised with the ability to prioritise workload, manage competing demands, and maintain accuracy in a fast-paced environment.

• Collaborative and proactive, with the ability to build strong working relationships across departments and with external partners.

• Commercially aware, adaptable, and passionate about delivering an outstanding customer experience while representing the Vivienne Westwood brand.

BENEFITS

• Staff discounts

• Health & Wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Access to Financial Planning Service, etc.)

• Perkbox Discounts and Wellness Hub

• Cycle to work scheme

• Generous annual leave allowance

• Pension Scheme

• Training and hands-on experience

• Opportunities to build new skills and gain valuable industry knowledge

Applications are reviewed on an ongoing basis, so we recommend applying early to avoid missing out.

Vivienne Westwood is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local government laws. For our privacy statement please visit this link