Customer Service Assistant (Web Chat)

Job Introduction

• Customer Service Assistant (Web Chat)
• Lytham St Anne's, Lancashire 
• Temporary contract until 3rd January 2026 
• 22.5 hours per week, working between the hours of Monday - Sunday, 9am-8pm
• Salary: £12.21 per hour
• Close date: Monday 1st September
• Interview dates: Phone interviews w/c 1st September, Face to Face interviews w/c 8th September

We are now seeking someone who shares our passion for delivering an exceptional customer experience, to join our Customer Service team on a temporary, part time basis. 

As a Customer Service Assistant, you will be the primary point of contact between our business and our customers. You’ll provide fast, friendly, and accurate responses to queries, helping customers with information, troubleshooting, and guiding them through our products and services. 

This is a great opportunity if you enjoy problem-solving, have excellent written communication skills, and thrive in a fast-paced digital environment. 

Main Responsibilities

• Strive to gain and retain customer's by offering a service that enriches people's lives
• Offer support to our wider Customer Sales & Experience teams along with our nationwide stores
• Handle inbound customer and store enquiries via web chat, Whatsapp, phone and email
• Provide accurate information on products, services and policies
• Resolve issues where possible, escalation to other teams where necessary
• Delivery excellent customer service in line with company values
• Maintain records of conversations and outcomes in our CRM system
• Meet performance targets such as response times and customer satisfaction 
• Manage and process customer Price Promise requests in line with company policy

About Beaverbrooks

Established in 1919, we have 80 locations across the UK. This includes 57 Beaverbrooks stores & 23 dedicated brand boutiques, including TAG Heuer, OMEGA, Breitling & Tudor. We also have 3 Loupe boutiques, with Rolex showrooms.  

We’re a family business. And you can tell that when you get here. It feels like family. From the very smallest details to the big important things. 

Our core purpose is to enrich lives. We aim to make a positive difference to the world we live in. This includes our colleagues, customers, suppliers & the wider community.

As a company – we’re true to our word. When we say we’re going to do something, we go all out to do it. And every individual is truly valued.

The awards we’ve been given as an employer speak volumes about what it’s like to work here, some of which are:

• Retail's 3rd Best Company to Work For - Best Companies 2024
• We have been awarded a 3 star accreditation for 'World Class levels of Engagement' for 19 years running - Best Companies 2024 - based on colleague feedback
• 'Employer of the Year 2024’ - The UK Jewellery Awards

Amazing benefits for amazing people

They say you get out what you put in. And, at Beaverbrooks, our people put in so much.

In return, just some of the benefits we offer include:

• Outstanding colleague discounts
• Regular paid for social events
• Wellbeing scheme
• Employee & family support & counselling in partnership with the Retail Trust

The Ideal Candidate

ESSENTIAL SKILLS AND EXPERIENCE

• Experience of, and passion for, delivering excellent customer service 
• Excellent verbal and written communication skills
• Excellent typing speed and the ability to respond quickly and effectively during text chats and multitask between systems and conversations. 
• Excellent rapport building skills
• Empathetic, caring and an active listener
• Strives for 5-star feedback
• Self-motivated
• Comfortable working with technology and online platforms. 

DESIRABLE SKILLS AND EXPERIENCE

• Previous experience of a similar role providing customer support via web chat, telephone, email. 
• Experience in the jewellery and watch industry 

Beaverbrooks - the hallmark of amazing people 

Ref: INDOFF

Beaverbrooks