Customer Service Assistant (Part Time)

ARNE is a UK-based apparel and footwear brand based in Birchwood Park, near Warrington. We design and develop all our products in the UK, working with trusted manufacturing partners across both the near and far east.

All our products are available directly to customers through ARNEclo.com, offering a seamless online shopping experience. We’re also proud to be stocked in Selfridges, both in-store and online, and we’ve recently opened our first permanent retail store at Liverpool ONE – a huge milestone for the brand.

Looking ahead, we have ambitious goals for the next decade, and the team firmly believes they’re all achievable. From launching new product categories and expanding internationally to investing in paid media, CRM, and growing our retail presence — the next chapter for ARNE is shaping up to be an exciting one. And this is only the beginning!

We’ve come a long way from starting out in Mum’s bungalow back in 2018 to our all-new, fully bespoke HQ. This space will be our home for at least the next 5–10 years, and while it’s not quite our style to shout too loudly, it’s here that we plan to reach our goals, take ARNE global, and further establish ourselves as a truly iconic UK brand.

Reporting to our Customer Service Manager, you’ll be responsible for delivering a first-class customer experience to ARNE customers, ensuring a seamless and exceptional customer journey. Handling all customer enquires meaningfully and thoroughly. 

If you are an enthusiastic, engaging individual and want to join us on our exciting journey please apply today!

Your day-to-day role and responsibilities include:  

Customer Support 

• Respond to customers across multiple channels, including email, live chat and social media with a professional and brand aligned tone.  

• Assisting with orders, including tracking deliveries, amending orders, chasing returns or helping customers complete orders. 

• Maintain a customer first attitude when handling queries, following our set GOGW process. 

Brand Representation 

• Communicate in a tone and style consistent with the brands values 

• Maintain and Improve ARNE’s Trust Pilot score 

• Assist with fraud detection to protect customers and the business. 

Issue Resolution 

• Handle complaints and resolve issues with empathy and efficiency, escalating when necessary. 

• Thoroughly investigate any instance of disputed delivery/lost parcel or missing returns/items. 

• Ensure all appropriate tickets are raised to the relevant teams/departments promptly and include all the necessary information from the start. 

Product Knowledge 

• Maintain in depth knowledge of ARNES collections, sizing, materials and styling to provide accurate information and personalised recommendations.  

• Attend team meetings and product drops to improve service quality. 

Feedback Loop/Team Collaboration 

• Communicate customer feedback to relevant departments (eg product, operations) to improve service 

• Participate in weekly team meetings to align on performance goals, process updates, and shared challenges. 

• Support teammates by sharing knowledge, troubleshooting techniques, or stepping in during high-volume periods. 

• Contribute to a positive team culture by offering ideas, celebrating team wins, and recognising peer contributions. 

Personal efficiency 

• Achieve all set KPI’s - response times, resolution rates, customer satisfaction scores and error rates. 

• Take ownership of personal development through 1-2-1 feedback sessions and performance reviews.