Customer Happiness Advisor (Temporary)

Are you looking for a great experience in a fast-paced and innovative wine company? In a nutshell, we’re all about making the world of wine a better place. We fund and source directly from independent winemakers to bring our customers (we call them Angels) better quality wine for a better price. No thirsty middlemen as far as the eye can see.

Our global team (we have offices in the US and Australia, too) is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot. We’re looking for talented, enthusiastic and focused people to join our Customer Happiness Team on a temporary contract to work directly with our customers.

Our Customer Happiness Advisors are the wonderful people who take care of our Angels - anticipating their needs, solving problems and ensuring every experience is seamless so our customers can simply sit back and savour every sip.

We are hiring for two distinct focus areas:

• Customer Happiness Team: You'll work directly with our customers via phone and email to answer questions, remove the guesswork from enjoying great wine and deliver exceptional day-to-day service.
• Customer Happiness Team Delivery Specialists: You’ll focus specifically on keeping orders moving. This involves reactively resolving delivery hiccups, proactively updating customers before issues arise, actively managing order statuses and liaising directly with our courier partners.

It’s not easy work - you need to be confident, calm and resilient. You need to be an outstanding problem solver and a great listener, too. If you don’t love helping people, this is not the job for you.

Temporary Contract | 28th September or 5th October - 24th December

Rate: £13.45 / hour (Real Living Wage Employer)

Location: Hybrid (Norwich or London hub) or UK Remote

Schedule: Full-Time (37.5 hours/week, Mon–Fri, 9:00 AM – 5:30 PM)

Recruitment Process - CV & Cover Letter > One-Way Video Interview > Mock Phone Call & Virtual Interview

This is a temporary contract ending in December 2026 so we need people who thrive in a demanding environment and pick things up quickly.

Then here’s the part where we (and some of our team) tell you why you’ll love working with us. We’re on a mission to change the wine industry for the better. That means everything from giving our Angels direct access to the world’s best independent winemakers, to supporting charitable projects like ‘Carmen’s kids’ - a soup kitchen for school children in South Africa run by Carmen Stevens, one of our winemakers. It also means that we want our entire team, whatever their role, to have the best experience and become the best they can be. We’ll challenge you, but we’ll develop you, too.

“We value people and want to give our customers the best experience possible. That reflects strongly in how everyone in this team supports each other and how we can be our genuine selves with customers. Wine is fun - and so, we have the best conversations with customers who really believe in our mission - and get to work with the nicest bunch of people you could meet!” - Olivia, Customer Happiness Advisor since 2021

“I love being able to put a smile on our customer's face and provide reassurance wherever I can, whether this is putting things right for a customer or just having a lovely chat when placing an order.” - Hannah, Customer Happiness Advisor since 2018

You can check out more of our reviews on Glassdoor.

Requirements

• Connect with our Angels across phone and email channels, offering warm, empathetic and solution-focused support.
• Guide customers through query resolutions, including account navigation, delivery tracking and order updates with care and efficiency.
• Share enthusiasm for our wines and independent winemakers, helping customers make the absolute most of their membership.
• Collaborate closely with team members to maintain our high customer service standards and support an award-winning care environment.
• Listen actively to customer feedback to anticipate needs and resolve challenges proactively and thoughtfully.
• Contribute to an inclusive, positive team culture where every team member is supported to learn, develop and succeed.

What you'll bring

• A customer-first mindset: You genuinely love helping people and derive satisfaction from delivering positive, memorable experiences.
• Exceptional communication skills: You possess clear, empathetic written and verbal communication skills with strong active listening habits.
• Thoughtful problem-solving: You take a calm, methodical approach to solving issues and navigating customer queries.
• Adaptability and curiosity: You learn systems and product details quickly with a positive, open-to-growth mindset.
• Digital comfort: You feel comfortable navigating email and telephone systems to manage day-to-day incoming workflows.
• Team focus: You thrive in a collaborative environment where supporting colleagues is as important as supporting customers.

Finally, you live by our Naked values:

• We are Naked Together - We believe that when people come together, great things get better. That is why we put people at the heart of what we do: our Angels, our Winemakers, our People and our Investors. What makes this work is trust, and we protect it diligently.
• We back independence - We believe great things happen when people are free to create and think for themselves. We pride ourselves in challenging the status quo and solving problems independently.
• We are bold - We choose courage over comfort and are not afraid to call things as they are. We dream big and take action to turn our ambition into reality- even in the face of uncertainty.
• We care about our craft - We have a passion for our craft and strive for excellence in everything we do. We hone our craft continuously and keep on finding ways to do things better.
• We choose what’s right - We do right to our people, our planet and our products, and believe everyone can make a difference. We accept the inevitable trade-offs that come with doing the right thing.

Benefits

As part of the Naked family, we want you to know we've got your back. Here are a few of the perks you'll enjoy when you join the team:

• A competitive salary of £13.45/hour - we're very proud to be a Real Living Wage employer.
• Comprehensive induction training to help you hit the ground running, including a crash course in our wines.
• We have Wellbeing Champions and access to mindfulness resources.
• We like to surprise and delight you with lovely thoughtful gifts including Naked Wine and lots more.

How to Apply

If this sounds like you, and you're ready to join our award-winning team, we'd love to hear from you. We receive a lot of applications so make sure your CV stands out and don't forget to include a letter covering:

• Why you're interested in the role
• Why you think you're the right person for the job
• When you can start
• Any questions you'd like to ask us

We hope to hear from you soon, but if we don't, thanks for checking us out and best of luck with your job hunt.

Equal Opportunities

At Naked Wines, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our winemakers and customers. Our commitment extends beyond wine to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation. We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, Naked Wines encourages applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments

Naked Wines is committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully. If you have specific requirements or need adjustments at any stage of the application or interview process, please do not hesitate to get in touch. In your application, feel free to indicate your preferred pronouns (for example - she/her/hers, he/him/his, they/them/theirs, etc) to help us better address and respect your identity throughout the process.