Customer Support Assistant Williams Commerce · London

Williams Commerce is a digital agency, established for 15 years and part of the Next15 Communications group, a UK PLC with a global footprint across 50 offices in 15 countries. We help brands grow by redefining and accelerating the digital customer experience, creating rapid value and enabling future digital business.

We are looking for a Customer Support Assistant to join our team onsite at our office in Leicester City Centre. Reporting to the Customer Support Team Leader, you will play a key role in delivering exceptional customer service. You will champion a customer-first approach, handle escalations, and identify ways to enhance the support experience.

You will work a 37.5-hour week, with normal working hours from 09:00 to 17:00 (including a 30-minute lunch break). Weekly working patterns will be arranged when you join the business. The department operates a 24-hour on-call system, and you will be part of this to ensure year-round coverage. Employees on the scheme are entitled to an on-call allowance and time and a half for any issue resolution.

As a Customer Support Assistant at Williams Commerce, you will:

• Answer incoming customer inquiries and provide timely, professional support.
• Stay up-to-date on new products, services, and policies to ensure accurate and effective assistance.
• Collect and report customer feedback to help identify best practices and areas for improvement.
• Engage with customers in a friendly and professional manner, actively listening to their concerns and offering solutions in line with company policies.
• Perform initial fault finding and escalate issues to second-line support when necessary.
• Manage systems administration tasks, including SSL certificates, server backups, and system cleaning.
• Coordinate with third-party providers to address issues, mitigate risks, and maintain strong working relationships.
• Assist with emergency and high-priority incidents as part of the escalation process.
• Support local and offshore development teams with capacity planning and structured support delivery.
• Undertake other support-related duties as requested.

You will bring:

• Excellent written and oral communication skills.
• Ability to organise multiple simultaneous customer contacts, often to tight deadlines.
• Previous customer service experience in a digital/online environment is essential.
• Ability to work on your initiative and as part of a team.
• Background technical knowledge around applications and business IT systems.
• E-commerce knowledge around Magento, Big Commerce or similar.
• Customer support experience, including support ticketing systems.

And in return, Williams Commerce offers:

• 28 holidays + bank holidays
• Private employee healthcare (after one year's service)
• Professional development programs, including conferences, workshops, seminars, courses and webinars
• Pension plan
• Company equipment
• Discounted city parking
• Onsite gym
• Free healthy snacks

Williams Commerce recognises that managing diversity is a continuous process of improvement and not a one-off initiative. Therefore, we develop and review our diversity strategy on an annual basis to support the achievement of business goals, including ways of addressing the diverse needs of our clients. As a growing, global company, we focus on fairness and inclusion, ensuring that merit, competence, and potential are the basis for all decisions about recruitment, development and appraisals. Williams Commerce takes pride in keeping up to date with employment law and best practice when promoting equal opportunities and ensuring a diverse workforce.