We have the exciting opportunity to join us as a Customer Experience Specialist. You'll be part of our Customer Experience team that looks after our retail customers for both of our brands. We keep our customers at the heart of everything we do, taking a lot of pride in delivering a personalised and memorable experience to clients and customers, regardless of their query. You'll report to the Ecommerce Retail Customer Experience Manager, and communicate with customers online through email, phone, and webchat.
You will make an impact in this fast-paced, dynamic business by ensuring all customers have a personalised experience even if things don't quite go as planned. You will effortlessly assist customers in an on-brand tone of voice, whilst coming up with effective solutions. You will be the first port of call in ensuring our customers are having stress free, memorable online shopping experience. We have systems in place that will help with the day-to-day, such as; Gorgias, Magento, and Monday.com.
If you are a brilliant problem solver with an empathetic approach and passion for customer service, who enjoys being a part of a busy environment where no day is the same, then this may be the perfect position for you!
You will be working an 8 hour, 5 days a week shift pattern. We are currently operating on a ‘any 5 in 7’ contract, this essentially means that you could be occasionally required to work a shift on any day of the week, this will include up to 2 weekend days per month, with one weeks’ notice. On the occasion you are asked to work an ‘any 5 in 7’ shift, your working hours may vary based on the business’ needs.
You will be able to predominantly work remotely in this position. On average, you will be required to work from our Head Office in Banbury once or twice a month, this may flex up or down dependent on business needs.
We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.
We are an equal opportunities employer. We strive to be the best in our field and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based on cultures, preferences or personalities – it’s what you bring to the team that counts.
Our story began in 2008 when our founders Katie and Geoff Loxton became inspired to create beautiful jewellery that celebrates the big and little moments in life - Joma Jewelley was launched. From our collectible ‘A Little’ bracelets for every occasion to our much-loved personalised ‘A Little’ bracelet, our keepsake styles make for the most perfect gifting moment.
Katie Loxton was then established in 2015 after seeing a gap in the market for gorgeous personalised pieces that excite, delight and elevate every look. Perfectly complementing our Joma Jewellery styles, Katie Loxton offers a carefully curated collection of stunning fashion and lifestyle accessories - think personalised vegan-leather handbags, stationary and sweet home fragrance - that make cherished gifts and are a joy to own!
With a massive focus on personalisation, from embroidery to initial charms to customisable bow gift bags, the ethos for both brands has always been to create luxury, high quality products but at an affordable price point, enabling our customers to add that little bit of luxury to their every day. All of our products are designed in the UK by Katie and the team, and made by suppliers across the globe.
