Customer Operations Advisor
Location: Valley Road, Birkenhead (potentially the opportunity to work some days from home once training is completed)
Contract: Fixed-Term (September 2026 – January 2027)
Monday – Friday 9am – 5pm
Salary £24,800 per year
Overtime from October – December (including some Saturdays)
No holidays can be taken in November & December
About the role
We’re looking for a customer-focused and detail-driven Customer Operations Advisor to join our Love2shop team on a fixed-term basis during one of our busiest and most exciting periods of the year.
You’ll be at the heart of our customer experience—supporting customers across phone, email, live chat and social media, resolving queries quickly and efficiently, and ensuring every interaction leaves a positive impression.
What you’ll be doing
- Acting as a subject matter expert across our range of physical and digital products
- Supporting customers across multiple channels (phone, email, live chat & social)
- Resolving queries first time wherever possible, including balance enquiries, refunds and replacements
- Investigating and resolving issues such as missing orders or failed transactions
- Supporting customers with account management and self-service tools (web & app)
- Monitoring social media and responding to customer feedback and queries
- Carrying out KYC checks and supporting fraud, AML and compliance processes
- Handling sensitive requests including account closures and GDPR requests
- Making outbound calls to support customer engagement and retention
- Identifying opportunities to improve processes and enhance the customer journey
What we’re looking for
- Proven experience in a busy, customer-facing role
- Confidence supporting customers across multiple channels
- Strong communication and problem-solving skills
- High attention to detail and ability to handle sensitive data
- A team player with a proactive and positive approach
- Comfortable working in a fast-paced, constantly evolving environment
- Knowledge of FCA regulations, GDPR or financial services (desirable)
- Familiarity with Love2shop products (desirable)
What you’ll bring
- A genuine passion for delivering great customer experiences
- The ability to stay calm under pressure and manage competing priorities
- A curious mindset—always looking for ways to improve and learn
- Accountability and ownership of your work
- A collaborative approach, working closely with teams across the business
Why join us?
This is a fantastic opportunity to gain experience in a fast-paced, customer-first environment during a key seasonal period. You’ll be part of a supportive and collaborative team where your ideas and input truly matter.
Card Services Advisor in Birkenhead employer: Love2shop
Love2shop is an exceptional employer that fosters a collaborative and inclusive work culture, offering flexible hybrid working arrangements from our Liverpool office. As a Java Technical Lead, you'll not only drive the development of innovative digital products but also enjoy extensive employee growth opportunities, including mentorship roles and involvement in transformative projects like our move towards a Salesforce ecosystem. With a comprehensive benefits package and a commitment to equality, Love2shop is dedicated to creating a rewarding environment for all employees.
