Customer Experience Assistant in Witney

Coconut Lane was founded in 2015 with the mission to share with the world our Instagrammable and affordable tech and lifestyle accessories with the USP of ‘matching’. Everyone knows the satisfaction you get from having everything in life matching, we take it to a whole new level with product patterns that range from tech accessories to hair clips to makeup bags. At the heart of the brand is our empowering ethos, we\’re a female led-brand, with a 100% female team. We have built a cult social media following and email database of engaged and loyal customers, who we inspire and motivate with our empowering messages and creatives.

Cocopup is the sister brand of Coconut Lane which launched during lockdown when our founder Jess got her adorable ball of fluff, Ralph (a regular visitor to our office). Cocopup brings you luxury and top-quality dog accessories, and wait for it… of course everything is matching. Cocopup is only 5 years old, but is seeing really exciting growth, especially with global opportunities. We\’re really excited to take Cocopup to the next level and become the go-to brand for chic and Instagrammable dog accessories. Again, we\’ve built a huge social community with a close tight-knit rep scheme at the core of this.

Duties and Responsibilities

• Work closely with the Customer Experience Manager to work through the Customer Service inboxes for Coconut Lane as well as Cocopup where required – responding to all enquires quickly, efficiently and politely.
• Opening and processing customer refunds and exchanges.
• Writing and updating Product Title Feeds on Google Merchant Centre.
• Assisting the Customer Experience Manager with admin and website tasks.

Requirements

• Minimum 1 year written Customer Service Experience.
• Extremely good written English, perfect punctuation and spelling.
• Extremely organised with an ability to manage a busy workload and work quickly and efficiently.

The Coco-Culture

We\’re currently a team of 15 females, all aged between 20-36. Our office is based in Witney, Oxfordshire above our warehouse where our founder Jess\’ mum and brother (Helen Jack) do all our fulfilment (with the support of their amazing team). There\’s a family-feel to the whole warehouse/office, we have fun but also work really hard.

At Coconut Lane, we work hard and play hard, but that comes with the benefit of being part of a lovely community, we\’re all friends as well as colleagues, with regular socials and team lunches providing everyone with a well-deserved break. As well as a competitive salary we offer a monthly allowance of products and a 50% staff discount as well as free tea, coffee, hot chocolate, etc. (and regular cake!) when you’re in the office. Oh, and there’s the obligatory Christmas and Summer parties / gatherings that we put on with the warehouse team to look forward to!

This role is based full-time Monday to Friday in our office in Witney, Oxfordshire. Please do not apply for this if you are looking for remote work.

Pay: £25,000.00-£27,000.00 per year

Benefits

• Casual dress
• Company pension
• Employee discount
• Free parking
• On-site parking

Licence/Certification

• Driving Licence (required) – the office is not easily reachable by public transport

Expected start date

16/02/2026