Customer Experience Agent (Multichannel) in Leeds

About Vintage.com

At Vintage.com, we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding. We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time.

About the Team

Our Customer Experience Team is here to make selling to Vintage.com feel simple, reassuring and straightforward. Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items. We speak to customers across phone, email, webchat and other digital channels, working together and with teams across Vintage.com to find answers, resolve issues and deliver a consistently good customer experience.

Why This Role Matters

As a Multichannel Customer Experience Agent, you’ll be one of the people our customers turn to when they need information, reassurance or support. You’ll manage customer conversations across phone, email, webchat and other digital channels, helping people understand what is happening at each stage of their Vintage.com journey and resolving enquiries wherever possible. Some conversations will be straightforward. Others will need you to investigate what has happened, work with another team or support a customer through a more difficult situation. You’ll take ownership rather than simply passing an issue on, while knowing when something needs to be escalated. Every interaction is an opportunity to build trust. By listening carefully, communicating clearly and getting things right, you’ll help make the Vintage.com experience simple, transparent and genuinely customer-focused.

What success looks like

• Customers receive clear, accurate and helpful support regardless of how they choose to contact us.
• Enquiries are resolved as quickly and completely as possible, with customers kept informed when further investigation is needed.
• Customer conversations and case information are recorded accurately and consistently.
• Conversations are handled confidently across phone, email, webchat and other channels while maintaining quality and attention to detail.
• Difficult or sensitive conversations are handled calmly, respectfully and with appropriate ownership.
• Customer information is handled carefully and in line with data protection and internal requirements.
• Recurring customer issues and feedback are identified and shared so we can improve our processes and customer experience.
• Agreed service, quality and productivity expectations are consistently met while maintaining a positive customer experience.

What You’ll Do

• Customer support and communication
  • Respond to customer enquiries across phone, email, webchat and other digital channels, adapting your communication to the customer and situation.
  • Provide clear and accurate information about Vintage.com’s services, processes and customer journey so customers understand what happens next.
  • Listen carefully to customer concerns, ask the right questions and identify the information needed to reach an appropriate resolution.
  • Handle difficult conversations professionally, using appropriate de-escalation and conflict-resolution techniques where needed.
  • Keep customers informed when an enquiry requires further investigation rather than leaving them unsure about what is happening.
• Ownership and resolution
  • Take ownership of customer enquiries from initial contact through to resolution wherever possible.
  • Investigate issues using the systems, information and resources available before escalating to another team.
  • Work with colleagues across Vintage.com to resolve more complex customer cases and make sure actions are followed through.
  • Escalate appropriately when an issue requires specialist support, additional authority or further investigation.
  • Maintain clear and accurate case notes so the history, actions and outcome of an enquiry can be easily understood.
• Quality and operational excellence
  • Record customer interactions accurately and handle personal information in line with data protection requirements and internal standards.
  • Navigate multiple systems and platforms confidently so different contact types can be managed efficiently.
  • Follow agreed customer processes and quality standards while using judgement where situations are less straightforward.
  • Manage workload and competing customer conversations effectively during busy periods without compromising accuracy or customer care.
  • Adapt to new systems, tools, channels and processes as our Customer Experience operation develops.
• Collaboration and continuous improvement
  • Build effective working relationships with colleagues across Customer Experience and the wider business to resolve customer issues effectively.
  • Share knowledge and useful information with colleagues so the team can provide a consistent customer experience.
  • Identify recurring customer questions, complaints and process gaps and raise them so underlying issues can be addressed.
  • Use customer feedback and day-to-day experience to suggest practical improvements to processes, information and ways of working.
  • Support new colleagues by sharing knowledge and contributing to a helpful and collaborative team environment.

What You’ll Bring

Essential

• Experience working in a customer-facing role where you have supported customers directly.
• Clear and confident written and verbal communication skills, with the ability to adapt your tone and approach to different customers and situations.
• Strong problem-solving skills and the confidence to investigate an issue before deciding the right next step.
• The ability to remain calm, respectful and customer-focused when handling complaints, difficult conversations or unexpected situations.
• Strong organisation and attention to detail when managing customer information, actions and case notes.
• Confidence learning and using different digital systems and platforms.
• The ability to manage several tasks or customer conversations while maintaining accuracy and service quality.
• A practical approach to customer service, with the willingness to take ownership and follow enquiries through to resolution.
• Confidence working with colleagues across different teams to find answers and solve customer problems.

Helpful

• Experience supporting customers across more than one contact channel, such as phone, email and webchat.
• Experience working within a contact centre or multichannel Customer Experience environment.
• Familiarity with CRM, customer-service or case-management systems.
• Experience handling complaints or using de-escalation and conflict-resolution techniques.
• Experience working within a consumer-facing, retail, e-commerce or re-commerce business.

Qualifications

No specific qualification is required. We care more about your customer-service experience, communication skills, judgement and ability to solve problems effectively.

Living Our Values

In this role, living our values means:

• Listen carefully to customers and treat every person with respect, patience and genuine care.
• Take ownership of customer enquiries and follow them through rather than passing problems on unnecessarily.
• Communicate clearly and honestly, including when an answer is not straightforward or more investigation is needed.
• Stay calm and fair during difficult conversations, focusing on finding the right outcome for the customer and the business.
• Work openly with colleagues across Customer Experience and the wider business, sharing information and knowledge rather than working in isolation.
• Stay curious about recurring customer questions and issues and use what you learn to help us improve the experience.
• Take pride in getting the detail right, from the information given to a customer to the notes recorded in our systems.
• Adapt positively as our systems, processes and customer channels evolve.