At a Glance
- Tasks: Deliver exceptional customer service and nurture relationships with trade partners.
- Company: Join a premium, family-run UK brand known for quality and creativity.
- Benefits: Earn £1,800–£2,200 monthly, plus performance bonuses and 25 days annual leave.
- Other info: Enjoy funded training and a stable contract with growth opportunities.
- Why this job: Be part of a close-knit team where your contributions truly matter.
- Qualifications: 3 years of customer service experience, ideally in ecommerce.
The predicted salary is between 28200 - 35220 £ per year.
About Munks & Me
Munks & Me is a premium, creative wallpaper and murals brand known for exceptional quality, originality, and a genuine commitment to our customers. Established in 2017, we are a small, family-run UK business selling to retail customers and an established base of interior trade partners - designers, decorators, and studios - across the UK and internationally. Our communication is warm, considered, and design-aware. We care deeply about the experience we deliver, and every customer interaction reflects the quality of our brand.
Monthly Fixed Contract Fee: £1,800–£2,200 per month, depending on experience
Performance Bonus: Up to £1000 per year, based on agreed performance targets
Working Hours: Monday to Friday 9am – 5pm GMT
Annual Leave: 25 working days per year, agreed in advance
Probation Period: Three months
This role offers clear progression opportunities.
The role
We’re looking for an exceptional customer service professional to own our customer and trade relationships end to end. Not just someone who handles tickets - someone who genuinely cares, communicates beautifully, and understands that in a premium brand, every interaction matters. You will be the primary point of contact for our retail customers and our established interior trade partner base - managing, nurturing, and growing those relationships as an extension of the Munks & Me brand. This role requires full availability during contracted hours, every working day. It is not suited to candidates who need flexibility around personal commitments during the working day.
What you’ll do
- Own all customer service channels: email (Gmail), live chat (Richpanel), Instagram DMs, and WhatsApp Business.
- Handle product questions, order tracking, returns, delivery issues, and colour enquiries.
- Process custom and trade orders accurately in Shopify.
- Maintain warm, premium-quality written communication in every interaction.
- Respond within our service standards: retail within 1 business day; trade same day where possible.
Trade partner management
- Manage and nurture our established base of interior designers, decorators, and trade studios.
- Respond to trade enquiries promptly, recognising their projects as a priority.
- Coordinate sample requests and support the quote process.
- Log and maintain all trade contacts accurately in Shopify or our CRM.
- Identify opportunities to deepen trade relationships and flag them to the Operations Director.
Quality & process
- Follow our CS SOPs and brand voice guidelines consistently.
- Maintain accurate case records in Shopify or our CRM.
- Spot issues early and flag them without being asked.
- Suggest at least one process improvement per quarter.
What we’re looking for
- Minimum 3 years’ customer service experience, ideally in ecommerce.
- Exceptional written English - clear, warm, and professional in every message.
- Experience working with trade, B2B, or account-based customers.
- Confident handling complaints, returns, and sensitive cases calmly and empathetically.
- Highly organised with strong attention to detail across multiple channels simultaneously.
- Proven ability to work independently and reliably in a remote environment.
- Comfortable with Gmail, Slack, Shopify, and Richpanel or a similar helpdesk platform.
- Stable, fast internet connection and a quiet, professional home workspace.
Nice to have
- Background in interiors, design, premium lifestyle, or made-to-order products.
- Experience with UK-based or international ecommerce brands.
- Experience with Shopify for order and account management.
- Familiarity with UPS or international shipping queries.
The kind of person you are
- You show up, fully, every day. You understand that consistent reliability is the foundation of great service.
- You have a professional home-working environment and can reliably commit to your contracted hours, remaining available and responsive throughout the working day.
- You take pride in the quality of your communication, not just the speed of your reply.
- You care about getting things right, not just getting through the queue.
- You’re proactive - you notice things, flag things, and improve things without being asked.
- You want to grow with a brand, not just fulfil a contract.
Availability - please read carefully
Contracted hours are 9:00am–5:00pm UK time Monday to Friday. These hours are a firm requirement. Planned leave of up to 25 working days per year is available, agreed with a minimum of 2 weeks’ notice. Outside of agreed leave, you are expected to be available, reachable, and working during contracted hours every day.
How success is measured
- CSAT score of 4.5 / 5 or above (rolling monthly average).
- 95%+ of retail enquiries responded to within 1 business day.
- 90%+ of trade enquiries responded to same business day.
- Trade account base maintained, logged, and actively engaged.
- Low escalation rate - cases resolved independently within agreed policy.
- At least one process improvement flagged per quarter.
Why this is a great opportunity
- Work for a premium UK brand with a strong identity, real customers, and a product people genuinely love.
- A small, close-knit team where your work is visible, your contribution is valued, and there is real room to grow.
- Funded training budget and full tool access from day one.
- 25 days leave per year.
- Staff discount on all Munks & Me products.
- A stable, long-term contract with clear expectations, fair pay, and regular performance reviews.
How to apply
Send your CV and a short cover note to . In your cover note, please tell us:
- Why this role is a great fit for you.
- Your experience with ecommerce customer service and trade or B2B accounts.
- Confirmation that you can commit to 9:00am–5:00pm UK time, Monday to Friday.
- Any helpdesk, CRM, or ecommerce platforms you have used (Shopify, Richpanel, Gorgias, etc).
We review applications on a rolling basis.
Ecommerce Customer Service Executive in Nottingham employer: Munks and Me
Munks & Me is an exceptional employer that values its employees and fosters a warm, collaborative work culture. As a small, family-run business, we offer clear progression opportunities, a generous annual leave policy, and a funded training budget to support your professional growth. Join us in delivering outstanding customer experiences while enjoying the benefits of working for a premium UK brand with a strong identity and a close-knit team.
StudySmarter Expert Advice🤫
We think this is how you could land Ecommerce Customer Service Executive in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Munks and Me. 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 Munks and Me 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 Ecommerce Customer Service Executive in Nottingham
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 Munks and Me:Your cover letter is your chance to shine! Tell us why you want to work at Munks and Me 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 Munks and Me!
How to prepare for a job interview at Munks and Me
✨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.
