Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage customer enquiries and resolve issues across email, live chat, and phone.
- Company: A growing ecommerce business in Gateshead with a focus on customer loyalty.
- Benefits: Up to £35K salary, hybrid working, bonuses, private medical cover, and staff discounts.
- Why this job: Enjoy autonomy in a senior role while making a real impact on customer satisfaction.
- Qualifications: Experience in ecommerce customer service and strong communication skills required.
- Other info: No weekends or shift work; excellent career development opportunities.
The predicted salary is between 28000 - 42000 £ per year.
WHAT IS IN IT FOR YOU?
- Permanent role
- Gateshead location
- Up to £35K per annum
- Monday to Friday, 9am–5pm
- Hybrid working: Up to one optional work-from-home day per week
- Personal and company performance-related bonuses
- Private medical cover via WPA
- Dental cover via DenPlan
- Staff discounts across stores
- Cycle to Work scheme
- Personal learning & development budget with allocated time
- Regular 1-2-1s, appraisals, and salary reviews
- Statutory holiday allowance, plus one additional day per year of service (capped at 5)
- Free on-site parking
- Complimentary drinks, fresh fruit, and snacks
- Two fully fitted kitchens
- Shower facilities
THE BUSINESS
Our client is a growing ecommerce business based in Gateshead. We are looking for a senior-level Customer Services Advisor with strong customer retention and complaint-handling experience to join the organisation. This is a hands-on role for someone confident dealing with complex customer issues and protecting long-term customer value; this is not a scripted call-centre position. This is a Senior role with genuine autonomy and trust; there are no weekends or shift work connected with the position. You will be placed in a position to make a direct impact on customer loyalty and brand reputation.
THE ROLE
- You’ll manage customer enquiries across email, live chat, and telephone, taking full ownership from first contact through to resolution.
- Retaining customers who are unhappy or at risk of leaving
- De-escalating complaints calmly and professionally
- Handling refunds, replacements, delivery issues, and quality concerns
- Using sound judgment to balance customer satisfaction with commercial awareness
- Managing tickets efficiently via Zendesk
- Identifying recurring issues and feeding improvements back to the team
- Representing the brand with clarity, empathy, and confidence
THE PERSON
This role requires experience, confidence, and good judgment. You should be comfortable working autonomously.
- Several years’ experience in ecommerce customer service
- Proven experience in customer retention and complaint resolution
- Strong written and verbal communication skills
- Experience using ticketing systems (Zendesk preferred)
- A calm, solutions-focused approach under pressure
- Strong commercial awareness
- Magento experience is preferred but not essential
- From a premium ecommerce background is also advantageous
TO APPLY
Please send your updated CV to Tony Hutchinson or apply direct by calling Westray Recruitment Group.
Senior Ecommerce Customer Services Advisor in Gateshead employer: Westray Recruitment Group
Contact Detail:
Westray Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Ecommerce Customer Services Advisor in Gateshead
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the role. Focus on your customer service skills and how you've successfully handled complaints in the past.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Senior Ecommerce Customer Services Advisor in Gateshead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role. Highlight your experience in ecommerce customer service and any specific achievements that showcase your skills in customer retention and complaint resolution.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this senior role. Share specific examples of how you've handled complex customer issues and made a positive impact on customer loyalty.
Showcase Your Communication Skills: Since strong written communication is key, ensure your application is clear and professional. Avoid jargon and keep it concise while still showcasing your personality and passion for customer service.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Westray Recruitment Group
✨Know Your Stuff
Before the interview, make sure you’re well-versed in the company’s values and their approach to customer service. Familiarise yourself with their products and any recent news about them. This will show that you’re genuinely interested and prepared.
✨Showcase Your Experience
Be ready to discuss specific examples from your past roles where you successfully handled customer complaints or retained customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Demonstrate Your Problem-Solving Skills
Since this role involves dealing with complex customer issues, prepare to discuss how you approach problem-solving. Think of scenarios where you had to de-escalate a situation or find a creative solution to a customer’s problem.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use (like Zendesk), or how they measure customer satisfaction. This shows your interest in the role and helps you gauge if it’s the right fit for you.
