Part-Time Online Customer Service Advisor

Job title: Part-Time Online Customer Service Advisor

Reports to: Head of Digital

Hours: 25 hours per week – Shift pattern Monday 5pm-11pm/Tuesday 5-11pm/ Thursday 5-11pm/ Saturday

8am-3pm (flexibility for overtime)

Contract: Permanent role, part-time

Location: Remote

OUR STORY, YOUR IMPACT

At Never Fully Dressed, we're more than just a fashion brand - we're a community built on self-expression, inclusivity, and individuality. Born from humble beginnings in the vibrant markets of East London, we've grown into a global brand that celebrates diversity and empowers women to embrace their unique style. Our team is driven by creativity, passion, and a commitment to making a positive impact, designing versatile pieces that inspire confidence and joy in everyday life. This stems from our head office, a collaborative team of 30 talented individuals who are at the heart of our business as we continue to scale and deliver on our ambitious growth strategy.

WHAT YOU'LL BE DOING

As an Online Customer Service Advisor, you will be the first point of contact for our customers, providing fast, friendly, and effective support through digital channels. This role is ideal for individuals who excel at written communication, enjoy solving problems, and thrive on customer interaction. Your ability to empathise with customers, understand their needs, and offer timely solutions will directly contribute to our customer satisfaction and brand loyalty. This role requires a keen eye for detail, strong communication, and multi-tasking skills while engaging across our multi-channel platforms.

YOU'LL BE RESPONSIBLE FOR- CUSTOMER INTERACTION & SUPPORT

• Respond promptly to customer inquiries via live chat, email, social media, and other online platforms.

• Provide accurate information about products, services, pricing, and policies.

• Troubleshoot and resolve issues related to orders, accounts, payments, returns, or technical problems.

• Respond to customer reviews.

• Handle and resolve customer complaints with professionalism and patience.

• Escalate complex issues to supervisors or appropriate departments when necessary.

• Maintain a strong understanding of company products and services.

• Stay updated on new product releases, changes, and promotional offers.

• Uphold positive interactions with customers through friendly and helpful communication.

• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.

WHAT WE'RE LOOKING FOR

• Experience: Previous customer service experience – online experience is preferred but not essential.

• Adaptability: Flexible and adaptable to different shift patterns.

• Multitasking: Ability to multitask with different customers and platforms at once, prioritising urgent enquiries.

• Technical Skills: Familiarity with customer service software.

• Communication: Excellent written and verbal communication skills with a professional and friendly tone.

DIVERSITY, EQUITY & INCLUSION AT NEVER FULLY DRESSED

At Never Fully Dressed, we're more than a fashion brand - we're a female-founded community that celebrates and empowers everybody through feel good dressing. Inclusivity is at the heart of who we are. It shows up in every stitch, every story, and every step we take forward.

We believe our team should reflect the diversity of our community and we actively encourage applicants from all

backgrounds to join the team.

OUR PROMISE

We are committed to making fashion a more inclusive, equitable, and welcoming space - not just in what we design, but in how we show up for our community, our team, and the world around us.

• We design for everybody. All of our collections are available in UK sizes 6-28 / US 2-24.

• We create versatile multi-wear pieces that can be styled for YOU: from breastfeeding-friendly dresses to wrap skirts that can be styled multiple ways.

• We cast and collaborate with people who reflect the real, diverse world we live in - not just the industry ideal.

WHAT WE STAND FOR

Diversity

We represent and welcome people of all shapes, sizes, backgrounds, and identities - and we celebrate the power of difference.

Equity

We're committed to fairness - from our pricing, to our partnerships, to the platforms we've created.

Inclusion

Our community is our influence. We listen, learn, and take action based on the stories, needs, and experiences of the people who wear and inspire our brand.

HOW WE TAKE ACTION

• We actively recruit diverse voices and create a supportive workplace that encourages growth, learning, and

collaboration.

• We work to make our stores, website, and experiences accessible for all.

• We spotlight and support causes that matter - raising funds, volunteering, and using our platform to celebrate

others.

• We regularly host events and open conversations with our community to listen, evolve, and grow together.

SUPPORTING OUR TEAM

• Accrued holiday

• Work laptop provided

• The option to join our pension scheme

• Discretionary bonuses

• 40% staff discount

• Food, drinks, and refreshments in the office

WE'RE NEVER FULLY DONE

We know that meaningful change doesn't happen overnight. We're committed to reflecting, learning, and taking real action with an honest approach.

Our promise is to keep doing the work, and to bring our community with us on the journey.

Fashion should be inclusive, and we're committed to creating an empowering, celebratory space for everybody.