Customer Service Advisor – Peak 2026

<h2>About the Role:</h2><p>With two store launches landing just as we head into Black Friday and our busiest season of the year, it’s an exciting time to join. </p><p>We’re looking for a Customer Service Advisor to join our growing team on a fixed-term contract from November 2026 to January 2027, supporting us through Black Friday and our seasonal peak. The role is 37.5 hours a week, reports to the Customer Service Manager, and is hybrid between home and our office.</p><h2>What you’ll be doing:</h2><ul><li><p>Provide the highest standard of service across live chat, WhatsApp, email, Instagram DMs and social media comments, using TALA’s brand tone of voice.</p></li><li><p>Prioritise live channels and manage several conversations at once, aiming for high first-time resolution with informative, caring replies.</p></li><li><p>Help customers with order tracking and delivery queries, including delays and parcels marked as delivered but not received, working with our fulfilment partner and couriers.</p></li><li><p>Support returns, refunds and exchanges: guide customers through our returns portal, process returns accurately and keep customers updated on their status.</p></li><li><p>Handle faulty, missing, incorrect and damaged item claims: gather evidence, follow agreed processes and escalate using our escalation matrix.</p></li><li><p>Give confident product, sizing and fit advice so customers buy the right size first time, and answer stock, restock and promotion questions during Black Friday and the Winter Sale.</p></li><li><p>Process order changes, cancellations and address updates within agreed timeframes.</p></li><li><p>Respond to customer feedback and product reviews, both positive and negative, and pass on any action or feedback needed.</p></li><li><p>Liaise with the brand and social media teams so replies follow our brand guidelines, and stay up to date on planned launches and social activity.</p></li><li><p>Act as the voice of the customer: share product feedback, recurring issues and ideas to improve our FAQs and help centre, so customers can self-serve 24/7.</p></li><li><p>Use and help maintain macros and template replies, tagging tickets accurately so our reporting stays reliable.</p></li><li><p>Work towards daily productivity targets, handling queues in the agreed priority order.</p></li><li><p>As part of the wider Customer Service team, support other tasks during busy periods when needed.</p></li></ul><h2>What we’re looking for:</h2><ul><li><p>Our customer service team operates 7 days a week between 08:00 and 20:00, so you’ll work a rota that includes weekends, some bank holidays and selected dates over Christmas and New Year. During launches and peak periods we occasionally work outside normal business hours.</p></li><li><p>Experience using Gorgias, Shopify, our SWAP returns, Monday.com and Slack is ideal, though not essential as training will be provided.</p></li><li><p>Previous customer service experience, focused on written communication (email, chat and social media)</p></li><li><p>Experience responding to and moderating social media channels.</p></li><li><p>Strong IT skills and confidence learning multiple platforms, some of them bespoke.</p></li><li><p>Fast, accurate typing and clear, friendly written English, with strong attention to detail.</p></li><li><p>The ability to stay calm and kind with challenging customers while sticking to policy.</p></li><li><p&g