Customer Service Advisor

Let's get cooking! At ProCook, we're passionate about helping people enjoy cooking and creating memorable moments in the kitchen. We're looking for a friendly, enthusiastic, and customer-focused Customer Service Advisor to join our Customer Service team. If you love helping people, solving problems, and delivering brilliant service, this could be the perfect opportunity for you. As one of the voices behind the ProCook brand, you'll support customers across phone, email, and live chat, making sure every interaction leaves them feeling valued and confident they've received exceptional service. What you'll be doing No two days are quite the same in our Customer Service team. From helping customers find the perfect product to resolving delivery queries, you'll play a key role in creating a seamless ProCook experience. You'll: Deliver friendly, professional, and efficient support across phone, email, and live chat Process customer orders accurately and confidently Help customers with product advice, order updates, and after-sales support Investigate and resolve customer queries, always looking for the best possible outcome Work closely with our courier partners to help ensure successful and timely deliveries Record customer feedback and report product issues through the appropriate channels Support the smooth running of our online ordering process Handle customer information responsibly and in line with data protection requirements Act as a positive ambassador for the ProCook brand in every customer interaction Working Pattern This role follows a two-week rotating schedule of approximately 28.25 hours per week. Weekend working is essential and forms part of the rota following training. Week 1 Monday & Tuesday: 9:00am to 6:00pm (Office Based) Saturday & Sunday: 9:00am to 5:00pm (Work From Home) Week 2 Wednesday & Thursday: 9:00am to 6:00pm (Office Based) Friday: 9:00am to 6:00pm (Work From Home) What we're looking for We're looking for someone who genuinely enjoys helping people and takes pride in delivering outstanding service. You'll be a great fit if you have: Excellent communication skills, both written and verbal A confident and professional telephone manner Strong listening skills and a natural ability to solve problems Great attention to detail and accuracy The ability to manage multiple tasks and prioritise effectively Good IT skills, including experience using email, live chat, and order management systems A calm and positive approach when working under pressure A proactive, customer-first mindset The ability to work independently while also being a supportive team player Why join ProCook? At ProCook, we're proud of our people and the service we deliver. You'll join a supportive team where your contribution matters, your ideas are valued, and every day brings an opportunity to make a real difference to our customers. Plus, you'll be part of a team that won Best Customer Service Team of the Year in 2025 at the People in Retail Awards. If you're passionate about customer service and ready to be part of a team that shares your enthusiasm, we'd love to hear from you. 💰Hourly rate £13.47/hr 🤩Total value of our perks is worth up to £3,000+ per year 🅿️ Free parking on-site 💪 Free gym access on-site ☕ Unlimited coffee and tea throughout the day 🍰 Free fresh fruit and cake daily 🍴 Subsidised meals - breakfast and lunch 🏢 Hybrid Working 🏆 Opportunity to work with a passionate team who won Best Customer Service Team of the Year in 2025 at the People in Retail Awards. 🎁 Generous colleague discount - 40% off to spend in store or online + 30% for friends and family 🌍 2 x Annual paid volunteering days 📞 Employee Assistance Programme Cycle to work scheme (contingent to company policy) 👶🏻 Enhanced Maternity & Paternity Pay 👥 Friends and Family Referral Scheme 🏖️33 Days Annual Leave (including bank holidays) 💰 Discretionary bonus scheme of up to 10% 🅱️ B Corp certified company committed to ethical practices and sustainability 🥇 A company recognised as a Great Place to Work for 5 consecutive years 🩼 Disability Confident Leader We Welcome Everyone At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities. If you require any reasonable adjustments to support you through the application or interview process, please let us know. We’re committed to making our recruitment process as inclusive and accessible as possible. About ProCook’s Sustainability Commitment: At ProCook, sustainability is at the heart of what we do. As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices. By joining our team, you will contribute to our efforts in creating a positive impact on the planet.