Customer Service Advisor – Peak 2026

About the Role:

With two store launches landing just as we head into Black Friday and our busiest season of the year, it’s an exciting time to join.

We’re looking for a Customer Service Advisor to join our growing team on a fixed-term contract from November 2026 to January 2027, supporting us through Black Friday and our seasonal peak. The role is 37.5 hours a week, reports to the Customer Service Manager, and is hybrid between home and our office.

What you’ll be doing:

• Provide the highest standard of service across live chat, WhatsApp, email, Instagram DMs and social media comments, using TALA’s brand tone of voice.

• Prioritise live channels and manage several conversations at once, aiming for high first-time resolution with informative, caring replies.

• Help customers with order tracking and delivery queries, including delays and parcels marked as delivered but not received, working with our fulfilment partner and couriers.

• Support returns, refunds and exchanges: guide customers through our returns portal, process returns accurately and keep customers updated on their status.

• Handle faulty, missing, incorrect and damaged item claims: gather evidence, follow agreed processes and escalate using our escalation matrix.

• Give confident product, sizing and fit advice so customers buy the right size first time, and answer stock, restock and promotion questions during Black Friday and the Winter Sale.

• Process order changes, cancellations and address updates within agreed timeframes.

• Respond to customer feedback and product reviews, both positive and negative, and pass on any action or feedback needed.

• Liaise with the brand and social media teams so replies follow our brand guidelines, and stay up to date on planned launches and social activity.

• Act as the voice of the customer: share product feedback, recurring issues and ideas to improve our FAQs and help centre, so customers can self-serve 24/7.

• Use and help maintain macros and template replies, tagging tickets accurately so our reporting stays reliable.

• Work towards daily productivity targets, handling queues in the agreed priority order.

• As part of the wider Customer Service team, support other tasks during busy periods when needed.

What we’re looking for:

• Our customer service team operates 7 days a week between 08:00 and 20:00, so you’ll work a rota that includes weekends, some bank holidays and selected dates over Christmas and New Year. During launches and peak periods we occasionally work outside normal business hours.

• Experience using Gorgias, Shopify, our SWAP returns, Monday.com and Slack is ideal, though not essential as training will be provided.

• Previous customer service experience, focused on written communication (email, chat and social media)

• Experience responding to and moderating social media channels.

• Strong IT skills and confidence learning multiple platforms, some of them bespoke.

• Fast, accurate typing and clear, friendly written English, with strong attention to detail.

• The ability to stay calm and kind with challenging customers while sticking to policy.

• Problem-solving skills, thinking quickly and creatively to find solutions for our customers.

• Strong time and task management, and the ability to juggle several conversations at pace.

• A personality that thrives in a fast-moving, quickly changing environment, with the willingness to try new things and take initiative, using good judgement to resolve issues or escalate for support.

• A passion for great customer experiences, keeping the customer at the heart of everything you do.

• This is an exciting opportunity for someone looking for their next challenge in a well-funded, fast-paced and high-growth ecommerce start-up

What we can offer:

25 days holiday a year plus bank holidays

Very generous employee discount after probation period

Nominated Friends & Family Discount

Clothing allowance spending gift

Enhanced maternity/paternity pay