At a Glance
- Tasks: Deliver exceptional customer service and manage communications with warmth and efficiency.
- Company: Join Treats Studios, where customer experience is our top priority.
- Benefits: Full-time role with a supportive team in a fast-paced environment.
- Other info: Opportunity to grow in a dynamic e-commerce setting.
- Why this job: Be the voice of our brand and make a real difference for customers.
- Qualifications: Experience in customer service and strong communication skills required.
Customer Experience Executive
Full time, Monday - Friday
Warehouse based, Altrincham.
Treats Studios
At Treats Studios, customer experience sits at the heart of everything we do, from the moment an order is placed to the moment it arrives at the door. We’re looking for a warm, organised and proactive Customer Experience Executive to own day-to-day customer communications and help deliver the thoughtful, considered experience Treats is known for. This role is fully focused on customer service and communication, working closely with our warehouse and operations team to resolve queries smoothly and efficiently.
Working Environment
- Based in our warehouse office, with close collaboration with the HQ office team
- Fast-paced, customer-first environment
- Increased volume during launches, promotions and peak periods (e.g. Christmas)
Key Responsibilities
Customer Service
- Respond promptly and professionally to customer enquiries via our customer service platform, email and social channels (including DMs)
- Manage returns, exchanges and replacement requests accurately and efficiently
- Resolve customer concerns with warmth and initiative, escalating where appropriate
- Monitor, manage and respond to customer reviews and feedback across platforms such as Trustpilot
- Maintain customer service trackers and reports, flagging recurring issues or trends to support operational improvements
- Work closely with the warehouse team to resolve delivery, fulfilment or stock-related queries
- Liaise with HQ teams where needed to ensure a seamless end-to-end customer experience
- Manage delivery and missing parcel claims with suppliers in a timely manner
About You
- Friendly, approachable and customer-focused.
- Calm under pressure with a positive, solutions-first attitude.
- Highly organised with excellent attention to detail.
- A confident communicator who enjoys building positive relationships with customers and colleagues.
- Proactive and able to work independently, taking ownership of tasks and seeing them through to completion.
- Adaptable and comfortable working in a fast-paced, growing business.
- Passionate about delivering exceptional customer experiences that reflect the Treats brand.
Essential Skills & Experience
- Previous experience in a customer service or customer experience role, ideally within an e-commerce or retail business.
- Experience using customer service platforms such as Gorgias, Zendesk or similar ticketing systems.
- Excellent written and verbal communication skills, with a friendly, professional and customer-first approach.
- Highly organised, with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Experience using Shopify or a similar e-commerce platform is desirable.
Customer Experience Executive in Manchester employer: Treats Studios
At Treats Studios and Treats Kids, we pride ourselves on fostering a dynamic and creative work environment where innovation thrives. As a Product Designer in our Altrincham office, you'll enjoy the unique opportunity to lead product development across two exciting brands, with ample room for personal and professional growth. Our collaborative culture encourages ownership of projects, ensuring that your contributions are valued and impactful, all while working alongside passionate founders and industry experts.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Treats Studios. 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 Treats Studios 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 Experience Executive in Manchester
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 Treats Studios:Your cover letter is your chance to shine! Tell us why you want to work at Treats Studios 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 Treats Studios!
How to prepare for a job interview at Treats Studios
✨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.
