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- Tasks: Lead customer experience and manage operational workflows for flawless order delivery.
- Company: Innovative fashion brand focused on comfort and style.
- Benefits: Competitive salary, 50% discount, private medical insurance, and professional development.
- Why this job: Join a dynamic team and make a real impact in customer care.
- Qualifications: 1-2+ years in Customer Operations, strong communication, and problem-solving skills.
- Other info: Hybrid working environment with excellent growth opportunities.
The predicted salary is between 24000 - 36000 £ per year.
Company Description
Born out of frustration with sagging tights, restrictive shapewear and uncomfortable bras, we set out to design pieces that actually work - foundations that move with you, not against you. Every body is different. Every body deserves foundations that feel as good as they look. That’s why we create underwear and tights that are engineered for comfort, support and style in equal measure. By combining world-first technology from sport and science with a deep understanding of the body, we’ve invented tights that hold their shape, shapewear that sculpts without constriction, and underwear that elevates the everyday. We’re here to set a new standard, to prove that the foundations closest to your skin should be the ones you think about least, because they simply do their job brilliantly.
Location: Hybrid - Paddington, London
Reporting to: Director of Commercial and Business Operations
Role Description
As the Customer Care & Operations Assistant, you will be the link between our community and our supply chain. You will lead our front-line customer experience while managing the operational workflows that ensure every order reaches its destination flawlessly. Reporting directly to the Operations Director, you will have a high degree of autonomy to build processes, manage key vendor relationships, and advocate for the "Voice of the Customer" within the business.
Key Responsibilities
- Customer Experience Leadership
- Strategy & Tone: Set the standard for world-class customer support, ensuring our tone remains empathetic, professional, and expert across all channels (Email, Social, Live Chat, handling customer calls).
- Relationship Management: Develop key internal and external relationships with accounts, product teams, our 3PL partner and logistics partners.
- Retention: Use tools like Trustpilot plus our CRM Kustomer to nurture customer loyalty, managing the feedback loop to improve product and site experience.
- Operational Execution
- Order Fulfilment: Oversee the end-to-end order flow, working closely with 3PL partners and logistics providers to ensure timely delivery and efficient returns management.
- Inventory & Stock: Coordinate with the Operations Director on stock allocation and replenishment, ensuring system accuracy (Shopify) across multiple partners (John Lewis, Amazon and the Middle East).
- Issue Resolution: Act as the escalation point for complex logistics or billing issues, maintaining high resolution rates and low customer effort.
- Process Innovation
- Data Analysis: Track and report on key KPIs including CSAT, NPS, First Response Time, and Cost-to-Serve.
- Tech Optimisation: Evaluate and implement new support tools and automated workflows to increase efficiency as the brand scales.
What We’re Looking For
This is a junior-level position. Our ideal candidate would be someone early in their career, looking to grow, or someone working in CX looking to broaden their skills base. We are keen to attract candidates at this experience level who are eager to develop their skills with us.
Experience: 1-2+ years in a Customer Operations or CX Management role, ideally within a high-growth D2C fashion, lifestyle, or tech startup.
Communication: Exceptional written and verbal skills with the ability to manage both happy customers and tough logistical partners.
Systems Savvy: Proficient with Shopify, Care CRM (Kustomer or similar), and ERP or stock systems. Experience with data-driven decision-making is essential. Experience with market places preferential.
Problem Solver: You don’t just fix the ticket; you find the root cause in the supply chain or tech stack and propose a permanent fix.
Adaptability: A "no task too small" mindset—you’re comfortable moving from high-level strategy to hands-on troubleshooting. Strong attention to detail and organisational abilities.
Why Join Us?
Culture: Joining a dynamic team with a startup mentality.
Hybrid working: Our office is based in Paddington.
Benefits: Competitive salary, 50% employee discount, and professional development opportunities. Private Medical and Dental Insurance (after probation). 23 days holiday + bank holidays, which increases with length of service. Contributory pension scheme. No relevant experience, please don’t apply.
Competitive Salary
Customer Care & Operations Assistant employer: Heist Studios
Contact Detail:
Heist Studios Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care & Operations Assistant
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer experience approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer care and operations. Think about how you can demonstrate your problem-solving skills and adaptability, as these are key for the role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Care & Operations Assistant
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer care and operations shine through. We want to see that you genuinely care about providing a top-notch experience for our customers and are excited about the role.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer operations or CX management. We love seeing how your skills align with our needs, so don’t be shy about showcasing your achievements!
Be Clear and Concise: In your written application, keep it straightforward and to the point. We appreciate clarity, so make sure your communication is easy to read and understand. This reflects the professional tone we aim for in customer interactions.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Heist Studios
✨Know the Brand Inside Out
Before your interview, dive deep into the company's mission and values. Understand their products and what sets them apart in the market. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer-Centric Mindset
As a Customer Care & Operations Assistant, your ability to empathise with customers is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved their experience. Highlight your problem-solving skills and adaptability.
✨Familiarise Yourself with Relevant Tools
Make sure you're comfortable with tools like Shopify and Kustomer. If you have experience with data analysis, be ready to discuss how you've used metrics to drive decisions. This will demonstrate your systems savvy and readiness to hit the ground running.
✨Prepare Questions That Matter
Think of insightful questions to ask during the interview. Inquire about the team dynamics, the company's approach to customer feedback, or how they measure success in customer care. This shows that you're not just interested in the job, but also in contributing to the company's growth.
