Job Description

Customer Care Advisor 

Location: Valley Road, Birkenhead (potentially the opportunity to work some days from home once training is completed)

Contract: Fixed-Term (17th August 2026 – 31st January 2027)

Monday – Friday 9am – 5pm

Salary £24,800 per year

Overtime from October – December (including some Saturdays)

No holidays can be taken in November & December

About the role

We’re looking for a customer-focused and detail-driven Customer Care Advisor to join our Love2shop team on a fixed-term basis during one of our busiest and most exciting periods of the year.

You’ll be at the heart of our customer experience—supporting customers across phone, email, live chat and social media, resolving queries quickly and efficiently, and ensuring every interaction leaves a positive impression.

What you’ll be doing

Acting as a subject matter expert across our range of physical and digital products

Supporting customers across multiple channels (phone, email, live chat & social)

Resolving queries first time wherever possible, including balance enquiries, refunds and replacements

Investigating and resolving issues such as missing orders or failed transactions

Supporting customers with account management and self-service tools (web & app)

Monitoring social media and responding to customer feedback and queries

Carrying out KYC checks and supporting fraud, AML and compliance processes

Handling sensitive requests including account closures and GDPR requests

Making outbound calls to support customer engagement and retention

Identifying opportunities to improve processes and enhance the customer journey

What we’re looking for

Proven experience in a busy, customer-facing role

Confidence supporting customers across multiple channels

Strong communication and problem-solving skills

High attention to detail and ability to handle sensitive data

A team player with a proactive and positive approach

Comfortable working in a fast-paced, constantly evolving environment

Knowledge of FCA regulations, GDPR or financial services (desirable)

Familiarity with Love2shop products (desirable)

What you’ll bring

A genuine passion for delivering great customer experiences

The ability to stay calm under pressure and manage competing priorities

A curious mindset—always looking for ways to improve and learn

Accountability and ownership of your work

A collaborative approach, working closely with teams across the business

Why join us?

This is a fantastic opportunity to gain experience in a fast-paced, customer-first environment during a key seasonal period. You’ll be part of a supportive and collaborative team where your ideas and input truly matter.

REF- (Apply online only)