At a Glance
- Tasks: Deliver exceptional customer experiences across email, live chat, and social media.
- Company: Exciting UK fashion brand with ambitious growth plans and a vibrant team culture.
- Benefits: 32 days holiday, generous discounts, private healthcare, and performance bonuses.
- Other info: Diverse and inclusive workplace committed to personal development and team collaboration.
- Why this job: Join a dynamic team and help shape the future of a growing fashion brand.
- Qualifications: Customer service experience and strong communication skills are preferred.
The predicted salary is between 25000 - 30000 £ per year.
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.
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 brand’s 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 (e.g. 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.
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: We are proud to be recognised as a Medium sized Sunday Times Best Place to Work two years in a row. 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.
Customer Experience Associate – Fashion Brand employer: ARNE Ltd
ARNE is an exceptional employer, offering a vibrant work culture that prioritises employee well-being and growth. With generous benefits such as 32 days of holiday, private healthcare, and a commitment to diversity and inclusivity, employees are empowered to thrive in their roles while contributing to the exciting journey of a rapidly growing fashion brand based in Birchwood Park. Join us to be part of a team that values collaboration, innovation, and a customer-first approach in a dynamic retail environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Associate – Fashion Brand
✨Tip Number 1
Get to know ARNE inside out! Familiarise yourself with their products, values, and customer service approach. This way, when you chat with them, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Practice your communication skills! Since you'll be responding to customers across various channels, try role-playing different scenarios with friends or family. This will help you sound professional and friendly when it counts.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you resolved customer issues effectively. This will demonstrate your ability to handle complaints with empathy and efficiency.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining the ARNE team and being part of their exciting journey!
We think you need these skills to ace Customer Experience Associate – Fashion Brand
Some tips for your application 🫡
Show Your Passion for Fashion:When writing your application, let your love for fashion shine through! Mention any relevant experience or interests that align with ARNE's brand values. We want to see your enthusiasm for the industry and how you can contribute to our exciting journey.
Be Personable and Professional:Remember, you're applying for a customer-facing role! Use a friendly yet professional tone in your written application. Show us that you can communicate effectively and embody the brand's voice, as this is key to delivering a first-class customer experience.
Highlight Your Problem-Solving Skills:In your application, share examples of how you've successfully resolved customer issues in the past. We love candidates who can handle complaints with empathy and efficiency, so don't be shy about showcasing your ability to turn challenges into positive outcomes!
Tailor Your Application:Make sure to customise your application for ARNE! Refer to specific aspects of the job description and explain how your skills and experiences make you a perfect fit. We appreciate candidates who take the time to connect their background with our goals and values.
How to prepare for a job interview at ARNE Ltd
✨Know the Brand Inside Out
Before your interview, dive deep into ARNE's brand values, product lines, and recent achievements. Familiarise yourself with their unique selling points and how they differentiate themselves in the fashion industry. This knowledge will help you align your answers with the brand's ethos.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer queries or complaints. Highlight your ability to maintain a friendly and professional tone, especially under pressure. This will demonstrate that you're ready to deliver the first-class customer experience ARNE is known for.
✨Emphasise Team Collaboration
ARNE values teamwork, so be ready to discuss how you've worked collaboratively in previous roles. Share specific instances where you supported colleagues or contributed to a positive team culture. This will show that you can thrive in their dynamic environment.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions prepared about ARNE's future goals or their approach to customer feedback. This not only shows your genuine interest in the role but also gives you a chance to assess if the company aligns with your career aspirations.
