Customer Care Advisor

Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes. Feeling frustrated that they couldn't find anything they wanted to wear, or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends. Relaxed Glamour was born.

As collaborative creatives, we take untold pride in our work, designing with heart and soul. We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes. We are an agile and growing business, and we work hard to create an environment which allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture.

Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion. MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.

Our Values:

With Soul. Courage & Resilience. Passion & Drive. Entrepreneurial Spirit. Collaborative.

Our Customer Care Advisors play a key role in delivering our customer care objectives and ensuring the brand surpasses customer expectations. This is a fast-paced, varied role where you will communicate with customers across all channels including telephone, email, live chat & social media, to provide a unique and personal service.

• Ensuring that a bespoke and personal service is provided to every customer to meet their needs
• Responding to customer queries within our agreed response time
• Handling customer queries across different platforms, including live chat, phone calls, email and social media
• Building relationships with customers and using initiative when dealing with queries
• Liaising with the warehouse team and couriers to resolve any order issues
• Working closely with stores and other head office departments

Please note: to accommodate our international customers, you will be required to work until 8pm on one or two evenings per week. Working hours will also include some Saturday and bank holiday cover.

• Proven experience working in a customer-facing role, whether that be office-based or face-to-face
• A confident and comfortable telephone manner, with the ability to demonstrate excellent communication skills (written & verbal)
• Confident working in a fast-paced environment
• Brilliant organisation and multi-tasking skills, whilst retaining a high attention to detail
• You consistently role model our Mint Velvet brand values

• Competitive starting salary and great career prospects in a fast paced and growing business
• 25 days holiday (pro rata) plus bank holidays and a day off on your birthday
• Company-funded private health insurance
• Discretionary bonus scheme
• 50% staff discount
• Bespoke induction support and ongoing development to help you thrive in your new role
• A welcoming and inspiring work-environment - social activities and more

In 2009, co-founders Liz, Lisa and Jane came up with the idea for Mint Velvet over cups of fresh mint tea at Liz's kitchen table. After years of not finding what they wanted to wear on the high street, the trio had outgrown the fast fashion brands dominating the retail space and wanted the latest trends translated in a relaxed way. The concept of 'Relaxed Glamour' was born: easy, effortless clothing that can be slipped on to create a luxe look on even the busiest of days.

Known for our easy shapes, beautiful prints and flattering fits, all with thoughtful finishing touches, Mint Velvet's unique handwriting is synonymous with everyday luxury and quality. The range has also expanded to include accessories, activewear, homeware and gifts – all with our signature Relaxed Glamour aesthetic.

After a whirlwind of success in the first couple of years, we now have stores nationwide, a thriving website and partnerships with premium department stores. As we enter the next exciting phase of our journey, we're on the lookout for exceptional people to join us and help continue the legacy of our ambitious brand growth, with the same energy and passion we've had since the beginning. We operate in a professional but non-corporate way and believe that a strong team is greater than a team of strong people (and everyone takes their turn to pitch in and make the tea).