At a Glance
- Tasks: Deliver top-notch customer service and optimise eCommerce operations for iconic brands.
- Company: Join Pentland Brands, a global family business behind legendary active lifestyle brands.
- Benefits: Enjoy competitive salary, hybrid working, generous holidays, and exclusive product discounts.
- Other info: Collaborative environment with opportunities for growth across multiple brands.
- Why this job: Make a real impact on beloved brands while enhancing customer experiences.
- Qualifications: Strong analytical skills, attention to detail, and experience with digital systems.
The predicted salary is between 31500 - 38500 £ per year.
We’re Pentland Brands: a global family business behind some of the world’s most iconic active and lifestyle brands. We bring integrity, energy and ambition to our work, setting high standards and striving to deliver great outcomes without ego. Shape the work behind some of the world’s most loved sport, outdoor and lifestyle brands. At Pentland Brands, every role helps move our brands forward. Whether you’re supporting our people, improving our systems, growing our commercial performance, strengthening operations or shaping better ways of working, your impact reaches across a portfolio of iconic brands used by consumers around the world.
A fundamental role at the heart of the eCommerce function. This role ensures our owned eCommerce channels are operating to their full potential, providing the necessary insight through trading analysis whilst delivering operational excellence, following business process, handling customer service escalations, reacting to change and market conditions.
What you’ll be doing:
- Provides relevant analysis of customer service and operational performance to ensure consumers are receiving the best possible brand experience.
- Acts as the point person for Customer Service escalations from Third Party Customer Service, and Pentland Group, nurturing and updating through to completion.
- Acts as the point person for Customer Service for Pentland Owned brands through phone, live chat and email.
- Provides 1st line technical support for our performance-tracking app and digital product, assisting with login, onboarding, connectivity, real-time data issues, and user experience troubleshooting.
- Supports customers in understanding app features such as live workout feedback, progress tracking, and device syncing to maximise product value and engagement.
- Conducts functional checks and replicates reported bugs where possible, working closely with relevant teams to streamline fixes and enhance usability.
- Understands core functionality of our products to provide accurate information to resolve product related enquiries maximising sale opportunities and reducing returns.
- Liaises with the Digital Product Managers and central planning to support in the movement of stock from Pentland to Third Party (engaging in SAP transactional processes, STO, OBD etc.).
- In partnership with eCommerce executives drives onsite merchandising and searchandising to ensure maximum visibility of seasonal and core stock to drive sell through.
- Manages the effective setup of promotions and offers, and assist with price changes e.g., new season or sale.
- Inputs into the mass load process ensure the timely delivery of seasonal launches and product propositions.
- Super User for CMS platforms, manages tickets through to completion once logged and ensures tasks are actioned or escalated as appropriate.
- A key liaison across the functions nurturing tickets to ensure rapid resolution of issues.
- Ensures the accurate updating of website content and campaign activations, including FAQs, policies, store finders etc.
- Supports processes to ensure website content is always accurate and compliant.
- Uses reporting and analysis to identify trading opportunities and key future actions to support sales growth.
- Maintains stock levels and availability in line with eCommerce KPI’s.
What you’ll bring:
- Commercial acumen and analytical mindset.
- A very high attention to detail.
- Able to consider impacts.
- Focus on delivering a great experience and resolving incidents quickly.
- Process driven and understands the importance of strong governance and control.
- Content Management System experience.
- Understanding of digital business setup e.g. trading, distribution, customer service and how these work together to deliver world class service.
- Strong IT skills and able to multi-task and navigate across multiple complex systems.
- Use of Microsoft packages including Word, Excel and PowerPoint.
- Ability to triage and manage major digital commerce-driven incidents.
- Flexibility to work across multiple brands and support other teams when needed.
Why Pentland Brands?
Pentland Brands is the name behind some of the world’s best-known sport, outdoor and lifestyle brands, including Speedo, Berghaus, Canterbury, Endura, Ellesse, Kickers and Mitre. We are a global family business with a clear purpose: pioneering brands that make life better. Across our teams, functions and locations, we work together to create products, experiences and partnerships that help people live more active, confident and positive lives. Joining Pentland Brands means becoming part of a business where your work can have real reach, across multiple brands, markets, teams and disciplines. It is a place for people who want to contribute, collaborate, improve how things are done and help build the future of brands with heritage, ambition and global impact.
Perks & Benefits:
We offer a competitive salary, discretionary bonus, hybrid working, flexible start and finish times, generous holiday allowance, product discounts, sample sales, enhanced family-friendly policies, healthcare support, gym and fitness discounts, cycle to work scheme and electric car scheme. You can find full details of our benefits and perks on our UK Benefits page.
The Interview Process:
We want our interview process to feel clear, straightforward, and supportive. If your experience and expectations look like a strong match for the role, here’s what you can expect next:
- Talent Team Intro Call – A 30-minute video call with our Talent Team to get to know each other, talk through the role and your experience, and answer any questions you have.
- Experience Interview – A more in-depth interview (usually online) with the hiring manager to explore your skills, experience and approach, and how these align with the role, our principles, and our ways of working.
- Final Interview – A final in-person interview at our office, focused on deeper discussion and practical application, giving you the chance to meet more of the team and see Pentland Brands in action.
Customer Service & Digital Operations Executive employer: Pentland Brands Limited
Pentland Brands Limited is an exceptional employer that fosters a dynamic and inclusive work culture, encouraging innovation and collaboration among its teams. With a strong focus on employee growth, the company offers numerous opportunities for professional development and advancement, alongside competitive salaries and flexible hybrid working arrangements. Located in a vibrant area, employees benefit from a supportive environment that values their contributions and promotes a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Digital Operations Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pentland Brands Limited. 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 Pentland Brands Limited 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 Service & Digital Operations Executive
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 Pentland Brands Limited:Your cover letter is your chance to shine! Tell us why you want to work at Pentland Brands Limited 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 Pentland Brands Limited!
How to prepare for a job interview at Pentland Brands Limited
✨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.
