Customer Services Advisor

Customer Services Advisor | Leeds | £27,000-£28,500 DOE

Hours: Monday to Friday, 8:30am-5:00pm (30-minute lunch)

We're delighted to be recruiting for a Customer Services Advisor to join a well-established and growing company based in Leeds, supplying independent retailers across the UK and internationally.

This is an excellent opportunity for a customer-focused, organised and proactive individual to join an established Customer Services team of four, reporting directly to the Customer Service Manager.

The role is varied and fast-paced, combining day-to-day customer service with order management, production tracking and cross-departmental coordination. You'll play an important role in ensuring customers receive a first-class service, while keeping orders on track and communicating effectively with both internal teams and overseas production partners.

The Role

As Customer Services Advisor, you will be responsible for managing customer enquiries and orders from initial contact through to delivery, ensuring queries are handled efficiently and customers are kept informed throughout the process.

Key Responsibilities

• Manage customer enquiries via telephone and email, including responsibility for a shared inbox

• Build strong, professional relationships with customers and provide a consistently high level of service

• Advise customers on garment lead times, production schedules and delivery expectations

• Handle order queries, amendments and complaints promptly and professionally

• Support the onboarding of new customers

• Occasionally welcome and meet customers at the head office

• Maintain accurate production tracking and order management records

• Liaise with overseas production partners regarding garment specifications, production timelines and order progress

• Monitor orders throughout the production process to help ensure on-time delivery

• Work closely with Operations and other internal departments to coordinate dispatches, returns and customer requirements

• Ensure alterations and special-fit garments are completed within agreed timescales

• Proactively identify potential issues and communicate these to customers and relevant internal teams

• Contribute to improving processes and the overall customer experience

About You

We're looking for someone who genuinely enjoys working with customers and takes pride in providing an excellent service. You'll be confident communicating with a range of people, highly organised and comfortable managing multiple priorities in a busy environment.

You'll ideally have:

• Previous experience in a customer service role is essential

• Excellent verbal and written communication skills

• A professional, clear and personable communication style

• Strong relationship-building and interpersonal skills

• The ability to empathise with customers and understand their needs

• A calm, solutions-focused approach when dealing with challenges or complaints

• Strong problem-solving and critical-thinking skills

• The confidence to manage difficult conversations and resolve conflict effectively

• Excellent attention to detail and accuracy

• Strong organisational skills and the ability to prioritise a varied workload

• Good working knowledge of Microsoft Office, particularly Word, Excel and Outlook

• The ability to work effectively both independently and as part of a wider team

• A proactive, positive and can-do attitude

• Reliability, punctuality and a genuine willingness to learn and improve processes

Experience within fashion, garment manufacturing or a related manufacturing environment would be advantageous, but is not essential.

What's on Offer

• £27,000-£28,500 salary, depending on experience

• Monday to Friday, 8:30am-5:00pm

• Free on-site parking

• 23 days' annual leave plus 8 statutory holidays

• 5% matched pension scheme

• Discretionary annual Christmas bonus based on company performance

• The opportunity to join an established and supportive team within a successful fashion business

If you're an experienced Customer Services professional who enjoys building strong customer relationships, keeping things organised and working in a collaborative environment, we'd love to hear from you.

BH37280