{"id":1357595,"url":"https://alion.io/job/urbn-customer-support-agent","title":"Customer Support Agent","company":{"id":1781398,"name":"URBN","domain":"urbn.com","url":"https://alion.io/company/urbn-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Peterborough, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":94000,"period":"year","method":"role_country_seniority_unknown","sample_n":112},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-27T22:54:28Z","employer_posted_date":"2026-09-27","last_verified_at":"2026-10-01T18:31:23Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Location\nThis position is located at Unit 3 Forli Strada, Peterborough, Cambridgeshire, PE73HH United Kingdom\nRole Summary\nAs a Customer Support Agent at URBN, you’ll play a key role in delivering an exceptional customer experience by providing high-quality support for existing orders. You’ll take ownership of customer enquiries, concerns and complaints, ensuring they are resolved efficiently, professionally and with empathy.\nWorking in a fast-paced, collaborative environment, you’ll use your strong communication and problem-solving skills to deliver best-in-class service and ensure every customer feels valued and supported. \nWhat You'll Be Doing\nManage a high volume of customer cases, ensuring enquiries are handled efficiently and resolved within agreed timescales;\nIdentify customer needs by actively listening, clarifying information and thoroughly investigating each issue to provide appropriate solutions or alternatives;\nWork collaboratively with key Supply Chain teams and the wider business to investigate customer issues, challenge existing processes and identify opportunities to improve the overall customer experience;\nBuild effective working relationships across the business to ensure customer issues are resolved promptly and effectively;\nConsistently work in line with URBN’s vision and values, demonstrating a customer-first approach in all interactions and decisions.\nWhat You'll Need\nThe ability to communicate with confidence both verbally and with excellent written English is essential. \nStrong interpersonal skills, with the ability to build positive and effective relationships with internal and external stakeholders, including brands, carriers and third-party contact centres.\nHighly organised, proactive and self-motivated, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment.\nStrong attention to detail, with good numeracy and IT skills. Experience using customer or order management systems, such as Salesforce, would be advantageous.\nA customer-focused approach, with previous experience in a customer-facing role. Experience within a fashion or lifestyle retail environment would be desirable.\nThe Perks\nWellbeing: \nEmployees Assistance program to support with mental, physical and financial health \nFully equipped free gym and 50% discount off external gym memberships \nPrivate Medical Insurance \nEmployee Discount: \nUp to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!) \nTravel: \nCycle to work scheme \nContinued Development: \nWe offer structured support within the business alongside continued learning and development \nEqual Opportunity Statement\nURBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.","description_format":"text","description_chars":2998,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Gym membership","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Venues","Outdoor & Camping Gear"],"lifecycle":[{"event":"open","at":"2026-09-27T22:54:28Z"}],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":0.9,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":21,"reasons":["conf:67","velocity","win:early","comp:brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/urbn-customer-support-agent","json_url":"https://alion.io/job/urbn-customer-support-agent.json","meta":{"generated_at":"2026-10-02T03:26:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4773,"day_limit":5000,"remaining_today":227,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}