Customer Service Coordinator

URBN UK Limited is part of the URBN Group, a global retailer, with its European Head Office located in London. Its retail offering in Europe takes the form of three brands.

With stores in more than 10 European countries and a strong e-commerce presence, we’re driven by the same core values as our customers, and we approach our work with a sense of community and purpose that sets our brands apart. We love what we do.

Handling a range of customer issues on a daily basis, e.g. general enquiries and resolving complaints. Communicating with customers via email, social media platforms and phone, providing high quality service, and acting as the main link between our customers and our brands.

• Help to manager the Customer Service inboxes, ensuring we are responding to customers within our promised response timeframes and SLA’s. Contribute to and produce reports according to business requirements (e.g. daily, weekly, monthly).
• Working through challenging conversations with customers to turn poor experiences around and restore their faith in our Contributing to decision making processes relating to individual customer cases, using guidelines to determine appropriate compensation levels.
• Working with the 3^rd party contact centre to ensure they are adhering to processes and guidelines. Providing coaching to agents to help identify common service related issues and work with relevant teams to resolve and prevent service
• Working in partnership with key areas of the Supply chain and the wider business, to

review and challenge processes and enhance the customer experience.

• Working inline with Visions and Values

• Ability to communicate with confidence both verbally and with excellent written English is essential. Fluent German or French language skill may be required & would be advantageous
• Excellent communicator who can build productive and effective relationships with internal and external stakeholders (e.g. Brands, carriers, 3^rd party contact centre). 
• Well organised individual who is proactive and self-motivated
• Accurate and numerate, with a keen eye for detail, and good I.T skills in the MS Office software packages; experience of using customer/order management systems would be

useful.

• Customer focused, with previous experience working in a customer facing Experience

working within a fashion/lifestyle retail environment would be an advantage.

• Wellbeing:
  • Employees Assistance program to support with mental, physical and financial health
  • Fully equipped free gym and 50% discount off external gym memberships
  • Private Medical Insurance
• Employee Discount:
  • Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!)
• Travel:
  • Cycle to work scheme
• Continued Development:
  • We offer structured support within the business alongside continued learning and development

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.