Customer Service Assistant (Part Time) in Birchwood

ARNE is a UK-based apparel and footwear brand based in Birchwood Park, near Warrington. We design and develop all our products in the UK, working with trusted manufacturing partners across both the near and far east. All our products are available directly to customers through ARNEclo.com, offering a seamless online shopping experience. We’re also proud to be stocked in Selfridges, both in-store and online, and we’ve recently opened our first permanent retail store at Liverpool ONE – a huge milestone for the brand.

Looking ahead, we have ambitious goals for the next decade, and the team firmly believes they’re all achievable. From launching new product categories and expanding internationally to investing in paid media, CRM, and growing our retail presence — the next chapter for ARNE is shaping up to be an exciting one. And this is only the beginning!

Reporting to our Customer Service Manager, you’ll be responsible for delivering a first-class customer experience to ARNE customers, ensuring a seamless and exceptional customer journey. Handling all customer enquiries meaningfully and thoroughly. If you are an enthusiastic, engaging individual and want to join us on our exciting journey please apply today!

Your day-to-day role and responsibilities include:

• Customer Support Respond to customers across multiple channels, including email, live chat and social media with a professional and brand aligned tone. Assisting with orders, including tracking deliveries, amending orders, chasing returns or helping customers complete orders. Maintain a customer first attitude when handling queries, following our set GOGW process.
• Brand Representation Communicate in a tone and style consistent with the brands values. Maintain and Improve ARNE’s Trust Pilot score. Assist with fraud detection to protect customers and the business.
• Issue Resolution Handle complaints and resolve issues with empathy and efficiency, escalating when necessary. Thoroughly investigate any instance of disputed delivery/lost parcel or missing returns/items. Ensure all appropriate tickets are raised to the relevant teams/departments promptly and include all the necessary information from the start.
• Product Knowledge Maintain in depth knowledge of ARNE’s collections, sizing, materials and styling to provide accurate information and personalised recommendations. Attend team meetings and product drops to improve service quality.
• Feedback Loop/Team Collaboration Communicate customer feedback to relevant departments (eg product, operations) to improve service. Participate in weekly team meetings to align on performance goals, process updates, and shared challenges. Support teammates by sharing knowledge, troubleshooting techniques, or stepping in during high-volume periods. Contribute to a positive team culture by offering ideas, celebrating team wins, and recognising peer contributions.
• Personal efficiency Achieve all set KPI’s - response times, resolution rates, customer satisfaction scores and error rates. Take ownership of personal development through 1-2-1 feedback sessions and performance reviews.

Requirements

• Previous experience in a customer-facing or customer experience role is preferred.
• Familiarity with CRM systems and eCommerce support platforms (e.g. Gorgias, Zendesk) is desirable.
• Confident in handling and resolving customer complaints effectively.
• Strong written and verbal communication skills.
• Able to maintain a friendly, professional, and empathetic tone.
• Skilled at understanding and responding to customer needs.
• Demonstrates attention to detail and performs well under pressure.
• Capable of managing multi-channel customer interactions efficiently.
• Works collaboratively with colleagues to achieve team and individual KPIs.

Benefits

• 32 Days Holiday (including Bank Holidays) + your Birthday off.
• Holidays increasing up to 36 days with service.
• Option to buy/sell holidays.
• Generous staff discount.
• Annual and quarterly bonus schemes based on company performance.
• Private Healthcare including Dental & Optical Plans after probation.
• Health Cash Plan from day one.
• Life assurance paying 5x annual salary from day one.
• Discounted marketplace with money off/cash back from 100’s of places.
• Employee Assistance Programme.
• Cycle to Work Scheme.
• Tech Scheme.

ARNE are an equal opportunities employer. We believe that diverse people bring different skills and are committed to ensuring our business supports the needs of potential colleagues from Ethnic Minority backgrounds and colleagues who may be disabled or neurodiverse. We are committed to creating a great place to work through diversity and inclusivity and we strongly encourage applications from candidates from all backgrounds to join our growing team.