MacGregor Black is partnering with a premium consumer goods business on the search for a Customer Service Representative based in London.
The business has an enviable reputation for design-led, safety-focused products within the baby and juvenile category, and is now scaling its direct-to-consumer presence in the UK. This is a front-line role that sits at the intersection of customer experience and brand. The person in this position will be the first and most consistent voice customers encounter.
With D2C growth accelerating, the quality of that interaction matters more than ever.
Key Responsibilities
- Handle inbound customer enquiries across phone, email, live chat, and social channels, delivering prompt and accurate responses with genuine care
- Manage D2C orders end-to-end, from placement through to delivery, acting as the primary point of contact for order status, tracking, and fulfilment queries
- Resolve product, delivery, and warranty issues efficiently, always anchoring decisions around the customer's experience
- Coordinate with third-party logistics providers and internal teams to address fulfilment issues in a timely manner
- Process returns, refunds, and replacements in line with company policy
- Maintain detailed and accurate records of customer interactions within the CRM system
- Develop deep product knowledge to provide informed, expert guidance across the full range
- Identify and escalate recurring issues to inform service and product improvements
- Contribute to the development of FAQs, self-service resources, and broader customer experience initiatives
- Monitor customer satisfaction metrics and flag opportunities to improve the end-to-end journey
What We're Looking For
- Proven experience in a customer service or customer-facing role, ideally within a premium product, retail, or lifestyle brand environment
- Strong written and verbal communication skills clear, warm, and professional
- Solid problem-solving ability with composure under pressure and a customer-first mindset
- Highly organised, with the capacity to manage multiple cases and competing priorities simultaneously
- Comfortable working with CRM systems and standard office tools (Microsoft Office or Google Workspace)
- Experience with e-commerce platforms and online customer query management
- Familiarity with the baby or juvenile product category is an advantage
- Right to work in the UKFor more information, contact Jordan Molloy.
