Job Description

Multichannel Customer Advisor

Department: Customer Engagement

Employment Type: Full Time

Location: Trimble Offices, Morley

Compensation: £26,250 / year

About the team:Our Customer Engagement Centre (CEC) is at the heart of delivering exceptional experiences for our customers. We're the team that guides people through selling their vintage, valuable and unique items, making it simple, reassuring, and genuinely enjoyable.

Based in Leeds and supporting Vintage Cash Cow’s mission to transform reCommerce with a focus on reuse, recycling and sustainability, the CEC team plays a huge role in helping us scale responsibly.

About the role:
The Multichannel Engagement Team Advisor is a newly created role designed to elevate our customer experience across a variety of contact channels, including inbound and outbound phone, email, webchat, and more.

You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy. Reporting into the Multichannel Engagement Team Leader, you’ll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections.

Getting Started…
You’ll quickly get up to speed with our products, services, systems, and tone of voice. You’ll learn how each contact channel works, shadow our most experienced advisors, and begin taking live queries with support.

Establishing Your Impact…
Once settled, you’ll confidently handle a wide range of enquiries across multiple platforms. You’ll be resolving issues end to end, spotting recurring themes, and sharing insights that help us improve the overall customer journey.

Driving Excellence…
You’ll become a trusted multichannel specialist, delivering accurate, efficient, and friendly support that customers genuinely remember. You’ll champion quality, consistency, and continuous improvement as we build out this new function.

Key Goals & Objectives:

• Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
• Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
• Maintain accurate logging and documentation in all systems, meeting data protection and quality standards.
• Collaborate effectively with internal teams to solve complex issues and share knowledge.
• Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction.
• Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes.

Key Responsibilities

• Respond to customer enquiries across phone, email, webchat, and other channels.
• Provide clear, accurate and friendly information about VCC’s products, services and processes.
• Take ownership of customer issues, ensuring full resolution and escalating only when essential.
• Work collaboratively with teams across the business to solve complex cases.
• Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards.
• Flag recurring issues, process gaps or opportunities to improve the customer journey.
• Navigate and switch between multiple systems and platforms with confidence.
• Support new team members by sharing knowledge and contributing to a positive, collaborative environment.
• Adapt quickly to new tools, systems and processes as the team evolves.
• Use conflict resolution techniques to prevent and de-escalate complaints.

Skills, Knowledge and Expertise

• Experience in a customer-facing role, ideally across more than one contact channel.
• Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
• Ability to multitask and manage multiple platforms and contact types simultaneously.
• Strong problem-solving mindset with a focus on getting it right first time.
• Empathetic, resilient and calm under pressure.
• Tech-savvy and comfortable learning new systems and tools.
• A collaborative team player with a positive influence on team culture.
  Nice to Have (but Not Essential):
• Experience working in a multichannel or contact centre environment.
• Knowledge of CRM or customer case management systems.