Vacancy details

Shared service centre - Coventry, United Kingdom

This vacancy is now closed



Reporting into the Customer Service Team Leader we are looking for a Customer Service Advisor fluent in English to join the team based in our new Shared Service Centre  

This position is full time permanent.

Our customer service working hours are:

Night Shift Operating Hours: 10pm – 6.30am Monday – Friday or 10pm – 6.30am Sunday - Thursday


What you will be doing

  • Provide fast and friendly help for our customers, at all points in the customer journey – before, during and after purchase, be it online or in store. Our aim is make contact and communication with us as easy and smooth as possible for our customers.
  • Our customers contact us via telephone, email, live chat and good-old-fashioned letter, regardless of the contact channel, we always seek to get the right response, first-time, for each and every customer.
  • Efficient, pro-active communicators, constantly liaising with our warehouse team, our couriers, our stores and the wider business, to deliver the very best customer service.
  • Take pride in our work and work together as a team to serve our customers and support our fast growing, quick paced business.
  • Act as a role model for the advisor team, provide support for the team leader team and operational support for the shared service centre, working independently when required, with the ability to make operational or staffing decisions and take accountability.
  • As a ‘go to’ for advisors you will deputise and lead the day to day operation in the absence of team leaders including weekend cover.

We would love to meet someone with

  • Experience in a customer-facing role – in retail, call centre or similar
  • Fluent in English
  • Strong written skills - good tone, concise, accurate spelling and grammar
  • Confident, friendly telephone manner
  • Basic IT Skills – Outlook, Word, Excel, Internet Browsers
  • Experience in any eCommerce customer service – website, Amazon, eBay
  • Outgoing, friendly, ‘people person’
  • Passionate about and take pride in providing the very best customer service
  • Enjoy working in a fast-paced environment, can think on your feet and able to multitask
  • Get stuck in, solve problems and have a can-do attitude
  • Remain calm in difficult situations and love working as part of a team

What’s in it for you?

  • Competitive salary and benefits package
  • Holiday allowance
  • 50% staff discount & 25% for family and friends
  • Pension scheme

In 1997, we launched Mountain Warehouse to make the outdoors accessible to everyone by offering value for money product and exemplary customer service.
The outdoor industry had become very jargon heavy and we wanted to create a brand that would cater to our mothers and our neighbour’s kids as well as seasoned professionals who understood the technology.
Our expansion since then has seen the brand grow and the product evolve, but the small family business that makes MW special has remained. Great product is at the heart of everything we do.
As we expand internationally we employ a team of dedicated diverse people to offer our valued customers the best possible experience when visiting our stores, shopping online and putting our range through its paces.
Welcome to our journey.