At a Glance
- Tasks: Deliver exceptional customer care across multiple channels and exceed customer expectations.
- Company: Join Mint Velvet, a chic and responsible fashion brand with a collaborative culture.
- Benefits: Enjoy competitive salary, 25 days holiday, health insurance, and a generous staff discount.
- Other info: Flexible working options available, including remote and hybrid roles.
- Why this job: Be part of a growing team that values people, planet, and community while making a real impact.
- Qualifications: 1 year of customer service experience and excellent communication skills required.
The predicted salary is between 24000 - 36000 £ per year.
Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes. Feeling frustrated that they couldn’t find anything they wanted to wear, or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends. Relaxed Glamour was born. As collaborative creatives, we take untold pride in our work, designing with heart and soul. We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes. We are an agile and growing business, and we work hard to create an environment which allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture. Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion. MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.
Our Values
- With Soul
- Courage & Resilience
- Passion & Drive
- Entrepreneurial Spirit
- Collaborative
The Role
Our Customer Care Advisors play a key role in delivering our customer care objectives and ensuring the brand surpasses customer expectations. This is a fast-paced, varied role where you will communicate with customers across all channels including telephone, email, live chat & social media, to provide a unique and personal service.
- Ensuring that a bespoke and personal service is provided to every customer to meet their needs
- Responding to customer queries within our agreed response time
- Handling customer queries across different platforms, including live chat, phone calls, email and social media
- Building relationships with customers and using initiative when dealing with queries
- Liaising with the warehouse team and couriers to resolve any order issues
- Working closely with stores and other head office departments
Please note: to accommodate our international customers, you will be required to work until 8pm on one or two evenings per week. Working hours will also include some Saturday and bank holiday cover. We are open to both remote and hybrid working.
What You’ll Have
- 1 year’s proven experience working in a similar role (including live chat, phone calls and email), either office-based or remote
- You’ll possess a genuine passion for customer care
- A confident and comfortable telephone manner, with the ability to demonstrate excellent communication skills (written & verbal)
- You are confident working in a fast-paced, multi-channel environment and able to demonstrate initiative
- Brilliant organisation and multi-tasking skills, whilst retaining a high attention to detail
- You consistently role model our Mint Velvet brand values
You’ll Be Rewarded With
- Competitive starting salary and great career prospects in a fast paced and growing business
- 25 days holiday, plus bank holidays and a day off on your birthday
- Company-funded private health insurance and access to Smart Health
- Life assurance
- Discretionary bonus scheme
- 50% staff discount
- Bespoke induction support and ongoing development to help you thrive in your new role
About Mint Velvet
In 2009, co-founders Liz, Lisa and Jane came up with the idea for Mint Velvet over cups of fresh mint tea at Liz’s kitchen table. After years of not finding what they wanted to wear on the high street, the trio had outgrown the fast fashion brands dominating the retail space and wanted the latest trends translated in a relaxed way. The concept of ‘Relaxed Glamour’ was born: easy, effortless clothing that can be slipped on to create a luxe look on even the busiest of days. Known for our easy shapes, beautiful prints and flattering fits, all with thoughtful finishing touches, Mint Velvet’s unique handwriting is synonymous with everyday luxury and quality. The range has also expanded to include accessories, activewear, homeware and gifts – all with our signature Relaxed Glamour aesthetic. After a whirlwind of success in the first couple of years, we now have stores nationwide, a thriving website and partnerships with premium department stores. As we enter the next exciting phase of our journey, we’re on the lookout for exceptional people to join us and help continue the legacy of our ambitious brand growth, with the same energy and passion we’ve had since the beginning. We operate in a professional but non-corporate way and believe that a strong team is greater than a team of strong people (and everyone takes their turn to pitch in and make the tea!).
Customer Care Advisor employer: Mint Velvet
Mint Velvet is an exceptional employer that fosters a vibrant and supportive work culture, where creativity and collaboration thrive. With a commitment to employee growth, we offer competitive salaries, generous holiday allowances, and bespoke development opportunities, all while championing our core values of people, planet, and community. Our flexible working arrangements and emphasis on work-life balance make Mint Velvet a truly rewarding place to build a career in customer care.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mint Velvet. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mint Velvet before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mint Velvet:Your cover letter is your chance to shine! Tell us why you want to work at Mint Velvet specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mint Velvet!
How to prepare for a job interview at Mint Velvet
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
