Paul Smith is one of Britain’s leading independent design companies. We champion positivity, curiosity and creativity. These qualities underpin every Paul Smith design, whether it’s a shirt, a shop or a special collaboration. Reaffirming the values that Paul set down in 1970, ‘classic with a twist’ remains the guiding principle of the company. Happily positioned between high fashion and formalwear, while taking reference from both, Paul Smith has always been proud to stand apart.

As a Digital Fulfilment Assistant, you will assist with all aspects of order processing, from the moment an order is placed to the final account reconciliation. Your key responsibilities include supporting the processing, fulfilment, and return of orders, ensuring they are completed and delivered efficiently. You will also handle inquiries from Paul Smith online customers across multiple platforms, such as phone, email, and live chat, ensuring prompt and consistent service is provided. This is a temporary position with the potential to turn into a permanent role.

The Role

• Respond to customer queries through all communication channels and provide customers with a satisfactory resolution to any issues they may encounter, turning negatives into positives.
• Escalate queries where a resolution cannot be immediately provided, while collaborating with the necessary department.
• Assist with the prompt delivery of all customer orders and returns, deal directly with queries and requests from customers or couriers while delivering an outstanding shopping experience.
• Liaise with delivery companies to investigate delivery/return issues, arrange collections, and provide commercial invoices when requested in compliance with customs clearance requirements.
• Maintain high standards of accuracy with all system processes and records, including order notes and shared documents.
• Support customer verification/fraud screening and order processing tasks where necessary, ensure all issues are resolved efficiently and other digital teams are informed in a timely manner if required.
• Uphold the department and company guidelines, communicate company policy to customers as required and observe client confidentiality and data protection at all times.

Your Skills and Experience 

• Highly computer literate in Outlook, Word, Excel, the use of the Internet and CRM.
• Experience in a busy office environment.
• Experience working within Retail Sales or Customer focuses role. 
• Administration experience. 
• Able to accurately input data and work across multiple channels.
• Exceptional customer service skills.

Who you are:

• Astute written and verbal communication skills.
• Exceptional telephone manner and a good listener.
• Excellent problem solving skills.
• Ability to stay calm under pressure.
• Flexible to work extended hours during busy periods.

Please note, this role is not eligible for sponsorship in the Skilled Worker visa category.

At Paul Smith, we celebrate and encourage applications from all walks of life into our growing workforce. We are committed to empowering people from any background, belief system, or ethnicity, offering an inclusive environment where talent is recognised and valued.