Customer Service Representative - 6 month FTC in London

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

The Role:

As an UGG Customer Service Representative, you’ll deliver exceptional service with passion, determination, and a drive to make a difference. You’ll take ownership of a diverse base of UGG accounts, build strong relationships, and act as an ambassador for the UGG brand. You’ll ensure every customer interaction is positive—even in challenging circumstances—by consistently offering high levels of customer focus and proactive account management. Quality, accuracy, and effective communication are at the heart of your work, and you’ll collaborate with the wider UGG team to ensure every action leaves a positive impact. You’ll work closely with your Service Leader and customer services teams to drive continuous improvements, participate in projects, and support the team and company as a whole.

Your Impact:

• Consistently deliver against both external and internal customer expectations, raising the bar on service
• Build powerful relationships with customers, understanding their unique needs and resolving situations with a WOW factor
• Ensure customer order books are accurate, validated, and executed efficiently from order placement to conversion
• Deliver order book conversion in line with Deckers KPIs and customer expectations
• Provide focused, accurate, efficient, and professional account management across a diverse account base
• Collaborate across teams, supporting peers and contributing to wider team success
• Act as a brand ambassador in all customer interactions
• Strive to achieve all targets, SLAs, and performance metrics
• Build strong partnerships with supply chain teams and warehouses to resolve service disruptions
• Proactively communicate delays and updates to customers, maximizing revenue opportunities where possible
• Monitor bulk order conversion and flag issues, adhering to all schedules, policies, and processes

COME AS YOU ARE

We celebrate diversity—of your background, your experiences, and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Who You Are:

• Friendly, dynamic, and detail-oriented individual who enjoys working directly with customers
• Results-oriented and able to work under high pressure during seasonal peaks
• Forward-thinking, confident, and determined to tackle problems and reach solutions
• Works with integrity, accuracy, and accountability at all times

We would Love to Hear from People with:

• Looks for ways to improve and elevate service for customers, delivers against promises
• Provides high levels of proactive and professional communication
• Understands specific customer requirements within the lifestyle product industry
• Attention to detail and quality always
• Able to see the bigger picture and control all elements impacting their customer
• Flexible and adapts to change, committed to role, team, and customers

What We Will Give You:

• Competitive Pay and Bonuses - We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.
• Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
• Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme.

Equal Employment Opportunity Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.