V
Vintage Cash Cow
Customer Experience Agent (Multichannel)
Skills
E-commerce WebsitesCRMGDPR
1 month ago
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Important information
Contract type:
Permanent
Salary:
£26,250 / year
Location:
Leeds, UK
Work mode:
Onsite
Published on:
13 September 2026
What they need
- Our Customer Experience Team is here to make selling to Vintage.com feel simple, reassuring and straightforward
- Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items
- We speak to customers across phone, email, webchat and other digital channels, working together and with teams across Vintage.com to find answers, resolve issues and deliver a consistently good customer experience
- As a Multichannel Customer Experience Agent, you’ll be one of the people our customers turn to when they need information, reassurance or support
- You’ll manage customer conversations across phone, email, webchat and other digital channels, helping people understand what is happening at each stage of their Vintage.com journey and resolving enquiries wherever possible
- Some conversations will be straightforward. Others will need you to investigate what has happened, work with another team or support a customer through a more difficult situation. You’ll take ownership rather than simply passing an issue on, while knowing when something needs to be escalated
- Every interaction is an opportunity to build trust. By listening carefully, communicating clearly and getting things right, you’ll help make the Vintage.com experience simple, transparent and genuinely customer-focused
- What success looks like:
- Customers receive clear, accurate and helpful support regardless of how they choose to contact us
- Enquiries are resolved as quickly and completely as possible, with customers kept informed when further investigation is needed
- Customer conversations and case information are recorded accurately and consistently
- Conversations are handled confidently across phone, email, webchat and other channels while maintaining quality and attention to detail
- Difficult or sensitive conversations are handled calmly, respectfully and with appropriate ownership
- Customer information is handled carefully and in line with data protection and internal requirements
- Recurring customer issues and feedback are identified and shared so we can improve our processes and customer experience
- Agreed service, quality and productivity expectations are consistently met while maintaining a positive customer experience
- Respond to customer enquiries across phone, email, webchat and other digital channels, adapting your communication to the customer and situation
- Provide clear and accurate information about Vintage.com’s services, processes and customer journey so customers understand what happens next
- Listen carefully to customer concerns, ask the right questions and identify the information needed to reach an appropriate resolution
- Handle difficult conversations professionally, using appropriate de-escalation and conflict-resolution techniques where needed
- Keep customers informed when an enquiry requires further investigation rather than leaving them unsure about what is happening
- Take ownership of customer enquiries from initial contact through to resolution wherever possible
- Investigate issues using the systems, information and resources available before escalating to another team
- Work with colleagues across Vintage.com to resolve more complex customer cases and make sure actions are followed through
- Escalate appropriately when an issue requires specialist support, additional authority or further investigation
- Maintain clear and accurate case notes so the history, actions and outcome of an enquiry can be easily understood
- Record customer interactions accurately and handle personal information in line with data protection requirements and internal standards
- Navigate multiple systems and platforms confidently so different contact types can be managed efficiently
- Follow agreed customer processes and quality standards while using judgement where situations are less straightforward
- Manage workload and competing customer conversations effectively during busy periods without compromising accuracy or customer care
- Adapt to new systems, tools, channels and processes as our Customer Experience operation develops
- Build effective working relationships with colleagues across Customer Experience and the wider business to resolve customer issues effectively
- Share knowledge and useful information with colleagues so the team can provide a consistent customer experience
- Identify recurring customer questions, complaints and process gaps and raise them so underlying issues can be addressed
- Use customer feedback and day-to-day experience to suggest practical improvements to processes, information and ways of working
- Support new colleagues by sharing knowledge and contributing to a helpful and collaborative team environment- Clear and confident written and verbal communication skills, with the ability to adapt your tone and approach to different customers and situations
- Confidence learning and using different digital systems and platforms
- No specific qualification is required. We care more about your customer-service experience, communication skills, judgement and ability to solve problems effectively
- Strong problem-solving skills and the confidence to investigate an issue before deciding the right next step
- The ability to manage several tasks or customer conversations while maintaining accuracy and service quality
- Strong organisation and attention to detail when managing customer information, actions and case notes
- A practical approach to customer service, with the willingness to take ownership and follow enquiries through to resolution
- Familiarity with CRM, customer-service or case-management systems
- Experience working in a customer-facing role where you have supported customers directly
- Confidence working with colleagues across different teams to find answers and solve customer problems
- The ability to remain calm, respectful and customer-focused when handling complaints, difficult conversations or unexpected situations
- Experience handling complaints or using de-escalation and conflict-resolution techniques
- Experience supporting customers across more than one contact channel, such as phone, email and webchat
- Experience working within a consumer-facing, retail, e-commerce or re-commerce business
- Experience working within a contact centre or multichannel Customer Experience environment
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