Senior Customer Service Representative jobs

About Us

At Cut My, we believe interior and exterior transformation should be easy, so we aim to provide a seamless and fuss-free experience when it comes to all things DIY. We provide an entirely personalised experience for all customers with precisely cut sheet materials.

Our company culture is defined by agility, creativity, and a fast-paced, demanding atmosphere. We foster an environment where autonomy and challenge are embraced, empowering our team members to take ownership of their work and push the boundaries of innovation. Our culture is characterised by a casual work attire, relaxed atmosphere, and lively energy.

The Role

As a Senior Customer Experience Representative at Cut My, you'll play a pivotal role in ensuring our customers receive exceptional support, further enhancing their experience with us. You'll be joining a small team, working closely with marketing, and digital teams to create seamless customer interactions and drive loyalty.

This is a senior-level role requiring prior CX experience within an e-commerce, fast-paced and challenging environment, with strong capability in customer resolution, escalation handling, and process knowledge, alongside consistent and reliable independent performance. The role will also deputise for the CX Assistant Manager as and when required.

Responsibilities

• Provide exceptional customer support via various channels (phone, email, chat) to resolve inquiries, complaints, and product-related issues.
• Handle complex or escalated customer issues
• Support workflow and quality standards, and assist in developing customer support strategies to enhance overall satisfaction and retention.
• Refund approval
• Collaborate with the sales and marketing teams to ensure consistent messaging and a unified customer experience.
• Proactively identify and address customer needs, offering personalised solutions and recommendations.
• Actively contribute to team meetings, sharing insights, feedback, and suggestions for improvement.

What We're Looking For

• Excellent communication skills and a customer-centric mindset.
• Ability to thrive in a fast-paced, dynamic e-commerce environment, delivering results with quick turnarounds.
• Eagerness to learn and grow professionally within a supportive team environment.
• Interest in understanding and improving our processes.
• Previous experience in customer service or related fields is required, within e-commerce or similarly fast-moving, high-volume environments.

Requirements

• Strong interpersonal skills with a focus on empathy and problem-solving.
• Competence in customer resolution, escalation handling, and process knowledge.
• Consistent and reliable independent performance in a busy operational environment.
• Ability to multitask and prioritise tasks effectively.
• Proficiency in CRM software and confidence with technology.
• Flexibility to work weekends or evenings as needed.

Pay: £29,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Work from home

Ability to commute/relocate:

• Henfield BN5 9XR: reliably commute or be willing to relocate with an employer-provided relocation package (required)

Experience:

• Senior Customer Service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person