Customer Service Assistant (Part Time Fixed Term Contract)

ARNE is a UK-based apparel and footwear brand based in Birchwood Park, near Warrington. We design and develop all our products in the UK, working with trusted manufacturing partners across both the near and far east. All our products are available directly to customers through ARNEclo.com, offering a seamless online shopping experience. We’re also proud to be stocked in Selfridges, both in-store and online, and we’ve recently opened our first permanent retail store at Liverpool ONE – a huge milestone for the brand. Looking ahead, we have ambitious goals for the next decade, and the team firmly believes they’re all achievable. From launching new product categories and expanding internationally to investing in paid media, CRM, and growing our retail presence — the next chapter for ARNE is shaping up to be an exciting one. And this is only the beginning! We’ve come a long way from starting out in Mum’s bungalow back in 2018 to our all-new, fully bespoke HQ. This space will be our home for at least the next 5–10 years, and while it’s not quite our style to shout too loudly, it’s here that we plan to reach our goals, take ARNE global, and further establish ourselves as a truly iconic UK brand. Reporting to our Customer Service Manager, you’ll be responsible for delivering a first-class customer experience to ARNE customers, ensuring a seamless and exceptional customer journey. Handling all customer enquires meaningfully and thoroughly. If you are an enthusiastic, engaging individual and want to join us on our exciting journey please apply today! *Please note this role will be offered on a 4-month fixed-term contract basis, with an anticipated start date of mid-September. A range of contracted hours are available to suit different availability requirements. Your day-to-day role and responsibilities include: Respond to customers via email, live chat, and social media maintain a customer first attitude Handle order queries: tracking, amendments, returns, and fit/sizing exchanges Resolve complaints and investigate disputed or lost deliveries, escalating to our 3PL when it's a courier/warehouse issue Support fraud checks and raise internal tickets with full context Flex during peak periods (sales, drops, seasonal spikes) Share customer feedback with product/ops and support the wider team Hit KPIs: response time, resolution rate, CSAT Contribute to a positive team culture by offering ideas, celebrating team wins, and recognising peer contributions.  Requirements Previous experience in a customer-facing or customer experience role is preferred Familiarity with CRM systems and eCommerce support platforms (e.g. Gorgias, Zendesk) is desirable Confident in handling and resolving customer complaints effectively Clear written and verbal communication skills Friendly and professional tone Ability to understand a customer’s needs Handle complaints effectively and thoroughly Keen attention to detail and work well under pressure Able…