At Neptune, we believe a home should be a sanctuary somewhere that welcomes you in, inspires you, and tells your story. It's this same belief that shapes our approach to customer care. Thoughtful, composed, and always sincere.

We're currently looking for a Customer Experience Advisor to join our growing team. This role is about far more than answering calls or responding to queries. It's about being a calm, trusted voice for our customers and retail partners, offering guidance and support at every stage of their journey with Neptune.

Every day you'll make a real difference to our customers and our internal teams, by:

• Thoughtfully answering and directing calls from customers and our retail stores, offering reassurance and clear communication every time.

• Developing genuine relationships with internal teams and our wider retail network.

• Managing orders with care and precision using our bespoke order management system, iLink.

• Proactively updating customers and partners on any changes or delays to their orders with kindness, clarity, and understanding.

• Supporting our live chat service during busy times, offering real-time help in a tone that feels just like a conversation in one of our stores.

• Responding to product and service queries across phone and email, sharing your knowledge with confidence and calm.

• Keeping detailed and accurate customer records using our in-house CRM and systems, and preparing weekly reports using Microsoft Office tools.

We're looking for someone who takes real pride in what they do and cares about creating the best experience for every customer. To thrive in this role, you'll bring a natural warmth and confidence in engaging with people, a positive and practical way of solving problems, and experience in a world-class retail or customer service setting. You'll be articulate, with first-class communication skills, and comfortable with the essentials too which include a excellent written and verbal skills in English, confidence with Microsoft Office, Word, Excel and Outlook in particular. You'll bring an eye for detail and the ability to think things through with clarity and care. This role will suit someone who takes pride in clear communication and has an intuitive way with people.

As the world around us changes, so do the ways we support our customers. That's why our Customer Experience Advisors work flexibly, including evenings and weekends to be there when we're needed most, this role will be working 40 hours a week across 5 days, between the hours of 8am and 8pm Monday to Sunday.

Benefits we can offer you

• Generous Holiday Allowance

• Life Assurance

• Company sick pay

• Enhanced maternity and paternity leave

• Cycle to work scheme

• Generous new item and outlet discounts

• Discounted gym membership

• Competitive salary

• Perkbox: Wellbeing Hub and Retail Discounts Portal

• Your birthday day off

• Day off if you become a Grandparent

• Two paid volunteer days a year

• A week off to celebrate a life event

• Refer a friend scheme

• Long service holiday allowance increase

• Training Workshops

Across all locations, we stay united by our company values: Do The Right Thing, Do It Together, Aim High and Keep It Real.

We are a growing business that encourages our people to grow with us. Neptune's goal is to ensure we have a diverse and inclusive work environment, where all of our employees have equal access to opportunities and everyone's voices are heard.