Customer Care Advisor

Customer Care Advisor Location: Valley Road, Birkenhead (potentially the opportunity to work some days from home once training is completed) Contract: Fixed-Term (17th August 2026 – 31st January 2027) Monday – Friday 9am – 5pm Salary £24,800 per year Overtime from October – December (including some Saturdays) No holidays can be taken in November & December About the role We’re looking for a customer-focused and detail-driven Customer Care Advisor to join our Love2shop team on a fixed-term basis during one of our busiest and most exciting periods of the year. You’ll be at the heart of our customer experience—supporting customers across phone, email, live chat and social media, resolving queries quickly and efficiently, and ensuring every interaction leaves a positive impression. What you’ll be doing • Acting as a subject matter expert across our range of physical and digital products • Supporting customers across multiple channels (phone, email, live chat & social) • Resolving queries first time wherever possible, including balance enquiries, refunds and replacements • Investigating and resolving issues such as missing orders or failed transactions • Supporting customers with account management and self-service tools (web & app) • Monitoring social media and responding to customer feedback and queries • Carrying out KYC checks and supporting fraud, AML and compliance processes • Handling sensitive requests including account closures and GDPR requests • Making outbound calls to support customer engagement and retention • Identifying opportunities to improve processes and enhance the customer journey What we’re looking for • Proven experience in a busy, customer-facing role • Confidence supporting customers across multiple channels • Strong communication and problem-solving skills • High attention to detail and ability to handle sensitive data • A team player with a proactive and positive approach • Comfortable working in a fast-paced, constantly evolving environment • Knowledge of FCA regulations, GDPR or financial services (desirable) • Familiarity with Love2shop products (desirable) What you’ll bring • A genuine passion for delivering great customer experiences • The ability to stay calm under pressure and manage competing priorities • A curious mindset—always looking for ways to improve and learn • Accountability and ownership of your work • A collaborative approach, working closely with teams across the business Why join us? This is a fantastic opportunity to gain experience in a fast-paced, customer-first environment during a key seasonal period. You’ll be part of a supportive and collaborative team where your ideas and input truly matter. REF- 229 778