Customer Experience Agent (Multichannel)

About Vintage.com

About the Team

Why This Role Matters

Why the role exists

What success looks like

• Customers receive clear, accurate and helpful support regardless of how they choose to contact us.
• Enquiries are resolved as quickly and completely as possible, with customers kept informed when further investigation is needed.
• Customer conversations and case information are recorded accurately and consistently.
• Conversations are handled confidently across phone, email, webchat and other channels while maintaining quality and attention to detail.
• Difficult or sensitive conversations are handled calmly, respectfully and with appropriate ownership.
• Customer information is handled carefully and in line with data protection and internal requirements.
• Recurring customer issues and feedback are identified and shared so we can improve our processes and customer experience.
• Agreed service, quality and productivity expectations are consistently met while maintaining a positive customer experience.
  
  

What You’ll Do

Customer support and communication

• Respond to customer enquiries across phone, email, webchat and other digital channels, adapting your communication to the customer and situation.
• Provide clear and accurate information about Vintage.com’s services, processes and customer journey so customers understand what happens next.
• Listen carefully to customer concerns, ask the right questions and identify the information needed to reach an appropriate resolution.
• Handle difficult conversations professionally, using appropriate de-escalation and conflict-resolution techniques where needed.
• Keep customers informed when an enquiry requires further investigation rather than leaving them unsure about what is happening.
  
  

Ownership and resolution

• Take ownership of customer enquiries from initial contact through to resolution wherever possible.
• Investigate issues using the systems, information and resources available before escalating to another team.
• Work with colleagues across Vintage.com to resolve more complex customer cases and make sure actions are followed through.
• Escalate appropriately when an issue requires specialist support, additional authority or further investigation.
• Maintain clear and accurate case notes so the history, actions and outcome of an enquiry can be easily understood.
  
  

Quality and operational excellence

• Record customer interactions accurately and handle personal information in line with data protection requirements and internal standards.
• Navigate multiple systems and platforms confidently so different contact types can be managed efficiently.
• Follow agreed customer processes and quality standards while using judgement where situations are less straightforward.
• Manage workload and competing customer conversations effectively during busy periods without compromising accuracy or customer care.
• Adapt to new systems, tools, channels and processes as our Customer Experience operation develops.
  
  

Collaboration and continuous improvement

• Build effective working relationships with colleagues across Customer Experience and the wider business to resolve customer issues effectively.
• Share knowledge and useful information with colleagues so the team can provide a consistent customer experience.
• Identify recurring customer questions, complaints and process gaps and raise them so underlying issues can be addressed.
• Use customer feedback and day-to-day experience to suggest practical improvements to processes, information and ways of working.
• Support new colleagues by sharing knowledge and contributing to a helpful and collaborative team environment.

What You’ll Bring

Essential

• Experience working in a customer-facing role where you have supported customers directly.
• Clear and confident written and verbal communication skills, with the ability to adapt your tone and approach to different customers and situations.
• Strong problem-solving skills and the confidence to investigate an issue before deciding the right next step.
• The ability to remain calm, respectful and customer-focused when handling complaints, difficult conversations or unexpected situations.
• Strong organisation and attention to detail when managing customer information, actions and case notes.
• Confidence learning and using different digital systems and platforms.
• The ability to manage several tasks or customer conversations while maintaining accuracy and service quality.
• A practical approach to customer service, with the willingness to take ownership and follow enquiries through to resolution.
• Confidence working with colleagues across different teams to find answers and solve customer problems.
  
  

Helpful

• Experience supporting customers across more than one contact channel, such as phone, email and webchat.
• Experience working within a contact centre or multichannel Customer Experience environment.
• Familiarity with CRM, customer-service or case-management systems.
• Experience handling complaints or using de-escalation and conflict-resolution techniques.
• Experience working within a consumer-facing, retail, e-commerce or re-commerce business.
  
  

Qualifications

Living Our Values

• Listen carefully to customers and treat every person with respect, patience and genuine care.
• Take ownership of customer enquiries and follow them through rather than passing problems on unnecessarily.
• Communicate clearly and honestly, including when an answer is not straightforward or more investigation is needed.
• Stay calm and fair during difficult conversations, focusing on finding the right outcome for the customer and the business.
• Work openly with colleagues across Customer Experience and the wider business, sharing information and knowledge rather than working in isolation.
• Stay curious about recurring customer questions and issues and use what you learn to help us improve the experience.
• Take pride in getting the detail right, from the information given to a customer to the notes recorded in our systems.
• Adapt positively as our systems, processes and customer channels evolve.