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 directly operated shops in Europe, over 100 outlets in Japan and an established online business.

We are seeking a highly organised and motivated individual, with strong administrative skills and an interest in fashion and beauty to join our E-commerce Team. The E-commerce role involves providing excellent customer service and having a proactive and 'can do' attitude. This position is a perfect opportunity for someone who is interested in learning more about delivering excellent customer service and is eager to grow within a fast-paced digital environment.

Location

Head office, SW3 / Remote (after probation)

Hours

Full-time - 35 hours, Monday - Friday

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 coordinator 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
Essential

- Minimum of 1 year experience in a customer facing role in e-commerce, working with e-commerce platforms like Shopify or Magento

- 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

Desirable

- Working knowledge of Shopify

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

- Strong interest in womenswear, menswear and design

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 up to £26,000

- 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

- Menopause friendly workplace

- IVF support for parents

- Opportunity to request flexible working (27% of Head Office employees work Part Time Hours)

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.