Temporary Customer Service Advisor - UK

Job Description

We are looking for a proactive, empathetic, and solutions-oriented Customer Service Advisor to join our team. In this role, you will be the customer-facing voice of Varley, supporting our global customers across multiple channels (email, live chat, social, and phone) and ensuring every interaction reflects our brand experience.

You will work closely with our e-commerce, logistics, and operations teams to resolve queries efficiently, provide thoughtful solutions, and deliver a best-in-class service that drives loyalty and retention.

Key Responsibilities

• Be the first point of contact for all customer queries across email, live chat, phone, and social media, providing timely and brand-aligned responses.

• Deliver an exceptional service experience that reflects Varley’s tone of voice and premium positioning.

• Support customers with order queries, returns and exchanges, size and product questions, shipping and delivery updates, and payment enquiries.

• Liaise with our operations team, 3PL partners, courier services, and other internal teams to investigate and resolve issues quickly and professionally.

• Process refunds, replacements, and adjustments.

• Escalate complex cases to the Customer Service Manager where required, providing clear context and suggested solutions.

• Proactively identify recurring issues or feedback trends and share insights with the wider team to support continuous improvement.

• Contribute to the development of FAQs, help centre content, and internal process documentation.

About You

• 1–2 years’ experience in a customer service or client-facing role, ideally in e-commerce, fashion, or retail.

• Strong written and verbal communication skills with an ability to convey empathy, professionalism, and confidence.

• A natural problem-solver, proactive, resourceful, and able to handle challenging situations calmly and positively.

• Highly organised with strong attention to detail and the ability to manage multiple cases simultaneously.

• Comfortable using customer service platforms i.e. Gorgias and ecommerce systems i.e. Shopify.

• Passionate about delivering an outstanding customer experience.

• A team player with a collaborative mindset and a willingness to support wider business priorities.

Our People

We think of ourselves as an international family-run business that embodies our founders’ commitment to creating timeless collections for the modern woman. What started as a company of two, has grown into a close-knit team of thinkers, creators, and innovators, taking care of our clothes, each other, and our community.

Split across the UK and USA, our team is 85% female, making us proud to be a brand for women, by women.

We are guided by two core beliefs: the pursuit of quality in everything we do and looking after one another. Everything else should take care of itself.

Company Values

We are the sum of many parts.

We may have two founders but we are the sum of many parts. The journey is just as important as the destination. We look after one another. We promote diversity and inclusivity as central parts of the culture we are building. We are less when we don’t include everyone. Our successes and our failures we make as a team not as individuals.

We pursue quality in everything we do.

We should chase perfection in everything we do. Growth is a result of improvements to every aspects of what we do, not just reliant on an individual or department. We grow together.

We embrace possibility and push boundaries.

We believe that there are no limits to what we can achieve. We encourage innovative thinking, pushing boundaries, and embracing new possibilities. We constantly challenge ourselves to think beyond the ordinary and create extraordinary outcomes.

Data-driven decisions and purposeful actions.

We base our decisions and actions on data and reason, not on hope. We prioritize and justify our choices through thoughtful analysis. We think before we act, understanding the impact of our actions.

Our brand is timeless and valuable.

Our brand is our most valuable asset, and we treat it with the utmost respect. We recognize that our brand will outlive us and strive to enhance its value through everything we do. We prioritise long-term growth over short-term gains, ensuring the longevity of our brand's reputation.

We never compromise our product.

We believe the best form of marketing is to make better product. Let word of mouth be the most powerful marketing channel. Constantly improve, however marginal a gain. Our product is defined by the quality not price.

We respect and exceed customer expectations.

We deeply appreciate and value those who choose to consume our brand. We consistently strive to surpass their expectations in every interaction. Our goal is to transform customers into passionate advocates who enthusiastically share their positive experiences with others.

We choose partners who reflect our values.

We view our suppliers, service providers, and stockists as partners, not mere business relationships. We carefully select partners who align with our values and standards. We understand that the company we keep reflects our brand's integrity and reputation.

We grow our brand by empowering others.

We understand that the way we present information is just as crucial as the information itself. We focus not only on what we do but also on how our actions positively impact others. We aim to empower and support those around us, fostering growth and creating meaningful connections.

Responsibility is at the core of everything we do.

We believe that responsibility is as fundamental as the fit of a garment. We prioritize ethical practices and sustainability in all aspects of our business. We are accountable for our actions and strive to make a positive impact on our environment and communities.

Kindness is our guiding principle.

We prioritise treating others with respect, empathy, and understanding. We believe that kindness creates a positive work environment and fosters strong relationships with our team members, partners, and customers.