Customer Service Delivery Assistant

Established in 1952 and online since 1999, Childrensalon is an award-winning, forward-thinking British childrenswear destination with family at its heart.

Childrensalon believes there is beauty in diversity and difference, as resembled by our wonderful team. Our vision of being the most inclusive, diverse, and humane company is very important to us as is our culture of fairness, openness, and transparency. We are committed to the career progression and advancement of every team member as well as welcoming the best external talent in the industry. Everything we do is inspired by our core values of family, creativity, innovation and heritage, still with a commitment to exceptional personal service and dressing children beautifully.

Due to internal progression we are looking for a full-time Customer Service Delivery Assistant to join our fast-paced Customer Service team. The Deliveries Team will ensure our customers receive a global premium delivery service that reflects our overall Customer Service standard as a luxury brand.

As Customer Service Delivery Assistant you will be responsible for helping customers with all queries relating to the delivery of their order, which, for many customers, is the final touchpoint of their customer journey with Childrensalon. Working with our courier partners on all customer-facing issues you will aim to find the best outcome for our customers and improve workflows to minimise lost parcels, delayed parcels, and delivery investigations. You will be the voice of the customer in all delivery processes and improvements and be the expert in fulfilment options of every product type that we offer.

**Responsibilities**:

- Review delivery information on both Childrensalon and Outlet websites and our internal systems to ensure the most up-to-date information is shown and is understandable to our customers.
- Minimise delays to our customer parcels by clearing exception reports on a regular basis and proactively keeping our customers informed. Raise any recurring issues to Customer Service Delivery Team Leader and Customer Service Delivery Manager
- Responsible for reviewing the delivery table, including customs, taxes, and fees information for the relevant countries.
- Investigate and claim for missing parcels with our Courier Partners
- Work with our Courier Partners customer service teams so we can get immediate answers for our customers.
- Be the voice of the customer in all delivery processes and improvements, logging customer feedback and issues
- Keep up to date with fulfilment options of every product type that we offer eg Marketspace brands, personalised items, bulky items
- Investigate any delivery issues with missing parcels or items with our couriers and collaborate with the Customer Service Fraud Team to investigate any fraud.
- Understand the different customs charges and how it works for each country so that you can effectively communicate this to our international customers.
- Manage our customer expectations regarding delivery SLAs and escalate with courier partners accordingly.
- Collaborate with the other Customer Service Teams to ensure efficient and consistent service throughout
- Responsible for owning your personal development plan
- Actively live and always breathe the Childrensalon values, and act as an ambassador for Childrensalon at all times.

**Essential Skills**:

- Excellent organizational skills
- Effective communication and listening skills
- IT proficient

**Desired Skills**:

- Knowledge of Logistics/Delivery industry.
- Problem Solving Skills

This is a shift based hybrid working role including weekends, evenings and bank holidays on a rotational basis.

Childrensalon offers a highly competitive salary, company pension plan, health plan, fully subsidised gym membership, company shuttle, generous holiday allowance and company discount.

If you are interested and think you would thrive in this role, please send us your CV and covering letter about why you would like to work for us. Previous applicants need not apply.

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Tunbridge Wells: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Tunbridge Wells