Location: Newcastle (Office-Based)

Job Type: Full-time

Working Hours: Monday to Friday, 9:00am – 5:00pm, with occasional weekend working as required.

About Us

We are a growing online sports retailer dedicated to providing customers with specialist sports products and exceptional service. We are looking for a motivated and customer-focused Customer Service Advisor to
join our friendly team at our Newcastle office.

About the Role

As a Customer Service Advisor, you will be the first point of contact for our customers, delivering a professional and positive experience across a range of enquiries. You'll assist customers with orders, deliveries, returns, product information, and general account queries, helping to ensure every interaction reflects our commitment to outstanding customer service.

This is a fully office-based position, working closely with our customer service and warehouse teams to resolve issues efficiently and support the smooth running of our online retail operation.

Key Responsibilities

• Respond to customer enquiries via phone, email, social media and 3rd party platforms such as Amazon and eBay.
• Assist customers with orders, deliveries, returns, exchanges, and product enquiries.
• Resolve customer issues promptly and professionally, escalating more complex cases where necessary.
• Process orders, refunds, and account updates accurately.
• Maintain accurate customer records within internal systems.
• Liaise with warehouse and courier partners to help resolve delivery queries.
• Work collaboratively with colleagues to ensure a consistently high standard of customer service.
• Support the team during busy periods, including some weekend working.

What We're Looking For

• Previous customer service experience is desirable, ideally within retail or e-commerce, but not essential.
• Excellent written and verbal communication skills.
• A friendly, positive, and professional approach.
• Strong problem-solving skills and attention to detail.
• Good computer skills and confidence using computer systems.
• Ability to prioritise tasks and work effectively in a fast-paced environment.
• A genuine passion for helping customers and delivering excellent service.
• An interest in sport or sporting goods would be an advantage.

What We Offer

• Competitive salary.
• Full training and ongoing support.
• Friendly and supportive office environment.
• Staff discounts on our range of sporting products.
• Pension and holiday entitlement.

How to Apply

If you're passionate about delivering exceptional customer service and would like to be part of a growing online sports retailer, we'd love to hear from you. Please send us your CV along with a brief cover letter outlining why you'd be a great fit for the role to careers@startfitness.co.uk.