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Customer Service Advisor

Listing ID: 1315476

Customer Service Advisor

Type of Position: Permanent Position
Company / Organisation / Artist Name: LNDR
Area of Fashion: Customer Services
Location: East London, London, UK
Hours: Full Time
Experience: 1 to 2 years
Specified Hours: 9:00-18:00
Start Date: Immediate
Reporting To: Lead Customer Service Manager
Deadline: Ongoing
Ad Expires In: 4 weeks 1 day
About: LNDR was founded by three active, international women, based in London. They wanted to create a brand around "the lifestyle we want to live, the products we want to wear, and the people we wanted to hang out with.

We genuinely believe in better quality products and less of them. We believe the day of fast fashion is over - for state of mind and the planet. We don’t want a new outfit every month. We want hands down great products that we don’t have to think about.

Clean, fresh styling and tonal colour-ways make for easy-to-wear, put-together looks that you can just throw on and go. We don’t do trends, gimmicks, influencers or compromise. We just do killer kit that feels as great as it looks.

The purpose of the Customer Service Advisor is to ensure the LNDR customer experience is at an exceptional standard, by supporting all operational and commercial aspects for the direct to customer relationship.

Who you are:
At LNDR, our customer is the most important person to us, they are our reason to exist.  When a customer comes to LNDR, it is our priority that they have the best possible experience. We can only do that with likeminded, passionate people to help build our customer relationships.

We are digital first, as ecommerce is our store front. You will be customer facing in this digital environment and will go above and beyond to ensure the LNDR brand values are upheld, and our customers genuinely find what they are looking for.
Roles and responsibilities:

  • Ensure that an excellent customer experience is given to every customer, every time.
  • Inspire and lead customer support to continuously strive to improve service and knowledge.
  • The first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat and social media.
  • Achieve and consistently exceed productivity and quality KPI’s and individual sales targets without comprising the delivery of exceptional customer service.
  • Confidently sell through service in offering styling advice to meet customer needs, upselling, cross-selling and proactively spotting sales opportunities in varied scenarios.
  • Act as the customer advocate within the business, escalating issues and providing customer feedback to the relevant teams.
  • Take a proactive approach, anticipating and preventing any barriers to a totally efficient customer experience, by going above and beyond.
  • Assist customers with all lines of enquiry which will include but are not limited to product queries, returns, deliveries, payments and more.
  • Being able to identify efficiencies and improvements to ease our customer service process and customer satisfaction.
  • Creating and managing daily outbound dispatches which are on-time and full.
  • Daily communication with business partners like our warehouse, couriers etc.
  • Order management including processing returns/exchanges
  • Inventory management: not limited to but including internal branch transfers, processing return units, stock reconciliation, etc.


  • Experience in a contact centre environment or customer service role (retail – preferably luxury)
  • Excellent eye for detail and good organisational skills
  • Technical agility in learning and using multiple applications and systems; CS Tools
  • Ability to multitask on a daily basis between systems
  • Excellent written and verbal communication skills, with the ability and confidence to resolve complex customer issues, delivering a positive outcome for both the Customer and the business
  • A reliable and consistent approach to the role and is a strong team player
  • A positive approach to change and a strong sense of resilience
  • A flexible attitude and can take initiative without prompting
  • Flexibility to work shifts - this will include weekends and during busy periods where there may be an expectation to work additional shifts
  • Ability to work positively within a team or autonomously
  • Have a keen interest in Active culture


Please apply with a CV and cover letter via the application form.

Application Form

Applicant Requirements

The recruiter would like you to confirm you meet the following requirements before your application can be sent. Please tick the following boxes to confirm you meet the requirements of the role. These requirements do need to be confirmed in order for your application to be sent

Experience in a contact centre environment or customer service role. *

File Attachment

PLEASE NOTE: When attaching your CV or work examples it is very important that you name your files to include your name and not just "cv.doc" or "curriculum vitae.docx" or "my_illustration.jpg". Instead use a format like this "joe_bloggs_cv.docx"

Files must be less than 4 MB.
Allowed file types: txt pdf doc docx rtf jpg jpeg png
Files must be less than 4 MB.
Allowed file types: txt pdf doc docx rtf jpg jpeg png.
Files must be less than 4 MB.
Allowed file types: txt pdf doc docx rtf jpg jpeg png.
Files must be less than 4 MB.
Allowed file types: txt pdf doc docx rtf jpg jpeg png.
Files must be less than 4 MB.
Allowed file types: txt pdf doc docx rtf jpg jpeg png.
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I have carefully read the advert specification including details of where the position is based and provided details of any requirements stipulated in the advert within my application.

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