At Pentland Brands, every role helps move our brands forward. Whether you’re supporting our people, improving our systems, growing our commercial performance, strengthening operations or shaping better ways of working, your impact reaches across a portfolio of iconic brands used by consumers around the world.

As a key role within the eCommerce team, the Customer Service Executive will ensure customers have a great experience at every stage.  This will include handling customer queries and escalations, solving problems quickly, and working closely with teams across the business to keep things running smoothly.  The Customer Service Executive will also use customer and trading insights to spot issues, respond to changing needs and help improve our eCommerce experience.

What the Customer Service Executive will do:

• Look after our customers – respond to customer questions through phone, email and live chat, and manage more complex issues through to resolution.
• Help customers get the most from our products – answer product questions, support users with our apps and digital products, and help resolve issues with logins, connectivity, syncing and other technical problems.
• Spot and solve problems – investigate reported issues, carry out basic checks and work with the right teams to get problems fixed quickly.
• Keep our websites up to date – update product information, FAQs, policies, store finders and other website content, making sure everything is accurate and up to date.
• Support online sales – help set up promotions, offers, pricing and product launches, and make sure the right products are easy for customers to find.
• Keep products in stock – work with our Digital Product and Planning teams to manage stock availability and make sure products are where they need to be.
• Use data to improve performance – look at customer and eCommerce data to spot trends, identify opportunities and help improve sales and the customer experience.
• Manage issues and requests – take ownership of tasks and support tickets, making sure they are followed up, resolved quickly or passed to the right team.
• Work across the business – build good relationships with teams across eCommerce, Customer Service, Digital Product and Planning to keep things running smoothly.

What Pentland Brands is looking for:

• Great attention to detail and a commercial mindset
• Customer-focused, with a passion for solving problems quickly
• Organised and able to follow processes while spotting ways to improve them
• Confident using IT systems and able to manage multiple tasks at once
• Comfortable working with data and using tools such as Excel, Word and PowerPoint
• Able to understand how different teams, such as eCommerce, Customer Service and Distribution, work together
• Calm and confident when dealing with issues or unexpected problems
• Flexible and happy to support different brands and teams when needed
• Experience using a Content Management System is a plus

Why Pentland Brands?

Pentland Brands is the name behind some of the world’s best-known sport, outdoor and lifestyle brands, including Speedo, Berghaus, Canterbury, Endura, Ellesse, Kickers and Mitre.

We are a global family business with a clear purpose: pioneering brands that make life better. Across our teams, functions and locations, we work together to create products, experiences and partnerships that help people live more active, confident and positive lives.

Joining Pentland Brands means becoming part of a business where your work can have real reach, across multiple brands, markets, teams and disciplines. It is a place for people who want to contribute, collaborate, improve how things are done and help build the future of brands with heritage, ambition and global impact.

Pentland Brands Perks & Benefits

• A competitive salary
• Discretionary bonus
• Hybrid working
• Flexible start and finish times
• Generous holiday allowance
• Product discounts
• Sample sales
• Enhanced family-friendly policies
• Healthcare support
• Gym and fitness discounts
• Cycle to work scheme
• Electric car scheme