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About the Role

As the first point of contact for our community, you'll be the warm, helpful voice that represents who we are. You won't just answer questions; you'll bring our brand to life through every conversation. Whether you're helping someone find the right fit, resolve an issue, or track down a missing order, you'll do it with a thoughtful touch and a feel-good tone.

Responsibilities

• Manage and resolve customer enquiries via email and live chat, delivering a consistently high standard of customer service.
• Process customer orders, returns and refunds accurately and efficiently.
• Respond to marketplace customer queries, product Q&As, and customer reviews in line with brand guidelines.
• Investigate and resolve logistics-related issues, including delayed, unfulfilled, lost, or stock-related orders, liaising with internal teams and delivery partners where required.
• Handle customer complaints with professionalism, empathy, and a solution-focused approach.
• Maintain accurate customer records and documentation within customer service systems.
• Identify and proactively resolve recurring customer trends or operational issues, liaising with management and relevant teams to implement effective solutions and support continuous improvement.
• Escalate complex customer enquiries or operational issues to ensure timely follow-up and resolution.

Requirements

• Applicants must have the legal right to work in the UK.
• The successful candidates will complete their first two weeks on-site in our Chiswick, London office for training.
• Availability to work most Saturdays from November through to mid-January is essential.

Skills

• 1-2 years' experience in a customer service, retail, or eCommerce environment.
• Experience using customer service platforms such as Gorgias, Zendesk, or similar systems is desirable.
• Strong organisational skills with the ability to manage multiple tasks, prioritise workloads, and maintain accuracy across different systems.
• Excellent verbal and written communication skills, with the ability to deliver a friendly and professional customer experience.
• Confident handling customer enquiries and resolving issues with a calm, patient, and solution-focused approach.
• A collaborative and proactive approach, with the ability to work with teams across the wider business.
• Flexible and adaptable, with a willingness to support the team during peak trading periods, including evenings and weekends where required.

Location

• Chiswick, London

Work Type

• Hybrid
• Fixed-term contract

Experience Level

• 1-2 years

Salary/Compensations

• Competitive pay in line with the London Living Wage

Benefits

• Pro rata holiday entitlement for the duration of the fixed-term contract.
• Generous employee discount.

About the Company

• Chelsea Peers was created to make off-the-clock moments even better - the ones where time slows, smiles linger, and comfort takes centre stage. Designed for downtime without compromise, the brand blends consciously crafted creativity, everyday luxury, and effortless style.
• Chelsea Peers makes loungewear, nightwear, and swimwear that's playful yet polished. From hand-drawn prints to premium organic fabrics, every piece is made to look good, feel good, and move with you.
• As a proud B Corp and family-run business, Chelsea Peers is committed to making a positive impact on its community, customers, and the planet. Since its founding in 2012, the brand has treated relaxation as a ritual, an art, and a necessity, helping to change the way people recharge and bringing a little extra joy to their time off.