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Customer Care Advisor

Listing ID: 1458916

Customer Care Advisor

Type of Position: Permanent Position
Company / Organisation / Artist Name: The Fold
Area of Fashion: Customer Services
Location: North West London, London, UK
Hours: Full Time
Experience: 1 to 2 years
Specified Hours: 40 hours per week
Reporting To: Customer Care Supervisor
Twitter Handle: @
Deadline: Ongoing
Ad Expires In: 2 weeks 2 days
About: The Fold is an award-winning womenswear brand with a mission to empower women to realise their ambitions. The brand creates beautiful, high quality collections for women to feel their confident best. The Fold has a wide reaching international audience and has dressed some of the world’s most influential female leaders and innovators.

The customer Care Advisor reports to the Customer Care Supervisor.  The role is 40 hours FT, but will be based on a flexible working pattern, and include evening shifts (to 9:30 pm) and Saturdays.

  • Taking customer phone sales and processing orders, and offering styling advice at all opportunities and update the PR and Influencer activity calendar.
  • Managing the Customer Care email inbox for all inbound enquiries.
  • Offering delivery resolution and updates to the customer.
  • Communicating with our 3LP warehouse on order and delivery enquiries.
  • Offering an intimate understanding of the collection, styling options, fabrics and seasonal availability.
  • Using our CRM system to log phone calls and customer interactions.
  • Reaching out to our VIP customers and first time customers to support with their order process and unlock sales opportunities.
  • Communication to the sales team and to the rest of the business regarding customer feedback, problem solving and garment / quality feedback.
  • Complaint handling; aiming to resolve at first stage and escalating when necessary.
  • Reporting on Customer Care data to the wider team in a clear way (product or service based issues).
  • Working to team KPIs and sales targets.
  • Processing customer returns and refunds.
  • Representing the brand to the highest standard through all methods of communication.

About You:

  • Customer service experience is essential- at least 1 year, ideally with a premium/ luxury brand.
  • Excellent written and verbal communication skills.
  • Excellent interpersonal skills.
  • Customer-focused at all times with the ability to deal with a variety of customers and situations.
  • Understands the importance of excellent Customer service.
  • Strong reporting and analytical skills.
  • A real people-person, who loves getting to know our customer and building relationships with them over the phone and by email to make them feel special.
  • A love of fashion and The Fold brand, and complete, intrinsic understanding of our customers and how to interact with them.
  • Ability to be calm under pressure and meet deadlines.
  • Able to think logically and calmly on their feet, use common sense and a service minded approach to dealing with issues as they arise.
  • Initiative to escalate issues appropriately and handle decisions in a responsible way.
  • Prepared to go the extra mile and use ones initiative.
  • Ability to manage time effectively.
  • Applicant should be both computer and technically literate.
  • Good understanding of English is crucial.

Benefits of working with The Fold: 

  • 25 days holidays in addition to the usual bank holidays.
  • Modern West London office with complimentary drinks and fresh fruit.
  • Inspiring Q&A talks with leading professionals.
  • A Fold Gift card allowance to spends at The Fold.
  • A Staff discount policy with 50% off full retail price.
  • A National Art Pass – lets you enjoy free entry to hundreds of museums, galleries, and historic houses across the UK and 50% off major exhibitions.
  • Bike to work scheme, save on the cost of bikes and equipment.
  • Regular team socials.

In our office, you can expect to enjoy complimentary Nespresso coffee, fresh fruit and treats. Out of work we’ve enjoyed Secret Cinema, Crazy Golf, Escape Rooms, Ice skating as well as enjoying homemade cocktails and casual beers.
Our Culture:
We are an ambitious, supportive, passionate team who love what we do. We are Founder-led, and we lead by example – never compromising on our quality.
We strive to uphold a values based working culture with five key principle across the business:

  • Be Humbitious: Be ambitious for yourself and The Fold in a humble way - don’t be a diva.
  • Wrap it up with a bow on it: Be a completer finisher, be able to trust others to take on a job completely and fully, and earn that same trust yourself.
  • Be Empowered: Take on responsibility, share your views confidently but kindly, feel ownership, take pride in results,
  • Fold Gold Standard: Quality and professionalism, don’t just ‘let it go’, pride ourselves on attention to detail and excellence in everything we do, deliver results.
  • Embrace, pace, progress and adventure: Know that to fully embrace our ambition and our challenges, this will mean stepping out of your comfort zone - get comfortable being uncomfortable.

Application Form

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