Digital Customer Service Coordinator

We’re looking for a fiercely passionate and proactive Customer Service Coordinator to provide first class service to our online customers. As our fabulous range grows, you’ll thrive at telling the FitFlop story and communicating with our consumers in an informal, fun, and personal way.

You’ll be part of our mission to make comfort COOL by being the eyes and ears to our customers. In doing so, you’ll become a product expert - going above and beyond to help our customers, as well as feeding back useful product intelligence to the wider business.

The Responsibilities:

• Provide friendly, knowledgeable advice to customers around the world, supporting them before, during and after their purchase.

• Deliver a first-class customer experience across email, telephone, live chat and social media, always reflecting the FitFlop tone of voice.

• Manage the full customer journey, from product advice and order placement through to delivery, returns, refunds and aftercare.

• Process B2C orders, amendments (such as quantity, date, or colour), returns, refunds and credits accurately and efficiently, keeping customers proactively updated throughout.

• Manage the full customer journey, from product advice and order placement through to delivery, returns, refunds and aftercare.

• Investigating and solving customers' queries which may require communicating with the original retail store and escalating internally as necessary.

• Maintain accurate records of customer conversations and correspondence within our customer service systems.

• Become a FitFlop product expert, building strong knowledge of our products, technologies, fit and benefits to confidently advise customers.

• Build strong relationships with the immediate stakeholders such as the operations team, the finance team, sales, marketing, and the ecommerce team as well as 3rd party providers.

• Keep up to date with stock availability, product launches and marketing activity, attending regular training and supporting the wider team during busy trading periods.

• Pro-actively keep up to date on the latest product developments and attend regular product training sessions and work very closely with product development and marketing.

• Working very closely with operations to establish exactly what stock is free to sell and when stock is due to arrive etc.

• Posting information/ responding to questions on Instagram or Facebook as appropriate to reach as wide an audience as possible.

• Act as the eyes and ears of our customers, identifying recurring feedback, product insights and customer pain points and sharing these with the wider business.

The Person:

• Previous experience within Digital Customer Service, Ecommerce Customer Service or a similar customer-facing environment, ideally supporting B2C customers.

• Experience handling customer queries and complaints, with the ability to remain calm, positive and solutions-focused in challenging situations.

• A genuinely customer-first mindset, with a passion for going above and beyond to deliver an exceptional experience.

• Excellent written and verbal communication skills, with the ability to communicate in a warm, engaging and professional way.

• Strong written English and grammar, with the ability to explain information and solutions clearly, accurately and concisely.

• Proactive, resilient and naturally curious, with the confidence to investigate problems, take ownership and find solutions.

• Highly organised and detail-focused, with the ability to manage multiple customer conversations and priorities in a fast-paced commercial environment.

• A collaborative team player who enjoys building relationships across different functions, combined with an enthusiasm for becoming a FitFlop product expert.

• Confident using Microsoft Office, digital platforms and online tools; experience with CRM systems, Shopify and Dixa, or similar customer service platforms, would be beneficial.

• Flexible and adaptable, with additional language skills or a Customer Service qualification considered a bonus.

We recognise that not everyone will meet every requirement. If you’re excited about this role and feel like you could add value, we’d love to hear from you.

The Benefits:

• Product Allowance

• Hybrid and flexible working hours

• Summer Fridays (6 ½ days in July and August on Fridays)

• A day off for your Birthday

• 25 days holiday + Bank Holidays

• Work from anywhere for 2 weeks

• WorkPlace Nursery (salary sacrifice scheme to save money on your nursery fees)

• Wellbeing Program - Retail Trust, Sanctus Coaching and Calm App

• Career development allowance ( Personal allowance to use on career development)

• Private health care and or dental care (provided by AXA and DenPlan

• Socials organised by Wellbeing and Feel Good group

• Check out ourcareers page to learn more!

Equal Opportunities:

FitFlop is an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from people of all backgrounds, regardless of age, gender identity, sexual orientation, disability, neurodivergence, ethnicity, religion or belief, or any other characteristic protected by law.

We actively encourage neurodivergent candidates and individuals with disabilities to apply. If you require any reasonable adjustments during the application or interview process, please let us know. We are committed to providing an accessible and supportive recruitment experience.