Customer Service Advisor - Deckers (Full Time)

Job description

We are looking for an exceptional Customer Service Advisors to join our retail client, Deckers (who are well known for their brand UGG) over the upcoming peak period, supporting the lead up to the festive period, on a full-time basis.

Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We’re a fast-growth business with a growing reputation here in the UK for technical innovation and digital transformation. In 2017 we won best contact centre outsourcer in Europe at the prestigious ECCCSA awards and in 2018 we came 63rd in the Sunday Times Fast Track 100.

Please note you must live within commutable distance of our offices in Southend-on-Sea. This role will primarily be office based, however some agile working may be required initially.

What will I do in the role? 

  • The first point of contact for all customer queries
  • Proactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logistics.
  • Be a brand ambassador for your client
  • Provide outstanding customer service across telephone, social media, webchat and email
  • Make sure the customer is at the heart of every conversation


What do I need?

  • A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
  • Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
  • Strong written and verbal communication skills
  • Experience of working in a customer-facing environment
  • Works well within a team
  • Confident IT skills
  • Flexibility, professionalism, drive and willingness to learn

What will I be paid?

We offer competitive pay rates from £18,137 per annum and benefits such as:

  • Discounts with over 40 local businesses
  • Health care plan and pension
  • Free fruit on a Wednesday, Free ice cream in August
  • Massages once a week
  • Dress down Friday

Working Hours

  • Rota basis - various shifts covering core hours 08.00-21.00 (Monday to Friday) and weekends 09.00-18.00, full flexibility required
  • Full time - 40 hours
  • Fixed Term Contracts commencing in October 2020 through to January 2021, with opportunities to move into permanent roles in the new year


This will be an office-based role, however, due to the current circumstances with Covid-19, there may be a requirement to work remotely, therefore, your own laptop/PC running Windows 10 and a strong broadband connection are essential.  Upon receipt of your application, you will be sent a link to complete a technical specifications questionnaire.