Customer Relations Advisor

WANTED – Customer Relations Advisor / Champion of All Things Consumer Delight

Fancy chatting with customers from all over the world and ensuring their orders arrive safe and sound while delivering a buying journey full of unexpected and unparalleled delight?

Thrive on controlled chaos and enjoy working within a high-performing team that pulls rabbits out of hats and achieves the impossible on a daily basis?

Why Master of Malt?

We are a multi-award-winning online drinks retailer with a particular passion for whisky, gin and other premium spirits. Our true passion, however, lies in creating unexpected and unrivalled delight for our customers – and that's where you come in!

Team Service is responsible for a range of crucial functions and is at the heart of MoM Towers, 365 days a year. We're not just here to answer calls or process customer orders – we're focused on delivering an exceptional customer experience across every interaction.

Our unique and refreshing approach to customer service is what sets us apart, and we're looking for people who are passionate about creating outstanding experiences too.

What's the contract?

This is a full-time, fixed-term contract until 31 December 2026, working 40 hours per week (8-hour shifts). There is the possibility of the contract being extended or becoming a permanent position for the right candidate, depending on business needs and individual performance. 

Salary

£13.00 per hour

What are the shifts?

Hours are scheduled between 8:00am and 9:30pm, with later shifts typically only once per week. Weekend and Bank Holiday working is required on a rotational basis.

Where will I be working?

This is a hybrid role. You'll complete your first two weeks of training full-time in our Tonbridge office before moving to a hybrid working pattern, attending the office a minimum of twice a week for team collaboration (typically Tuesdays and Thursdays). You'll need to be comfortable working independently from home while remaining an engaged member of the team.

What you'll be doing

As one of our Customer Relations Advisors, you'll play a key role in ensuring every customer enjoys an exceptional experience from start to finish. You'll:

• Deliver an outstanding customer experience throughout the entire order journey, from product recommendations and placing orders to resolving payment, delivery and damaged parcel queries.
• Build strong relationships with customers by providing friendly, knowledgeable and professional support across phone, email, live chat and social media.
• Respond to customer queries and complaints promptly, confidently and with empathy.
• Process customer orders accurately and work closely with our Fulfilment team to ensure orders are dispatched efficiently.
• Identify payment issues, order errors or suspicious activity and resolve these quickly while minimising disruption to the customer.
• Liaise directly with couriers and logistics partners to investigate and resolve delivery issues.
• Process international orders, including customs documentation and supporting worldwide deliveries.
• Support customers purchasing through third-party marketplaces such as Amazon and Not On The High Street.
• Provide expert product guidance and recommendations across our range of premium spirits.
• Make fair, rational and consistent decisions regarding refunds, replacements and goodwill gestures in line with company policies.
• Work collaboratively with colleagues across multiple departments to ensure the best possible customer experience.

What we're looking for

You'll thrive in this role if you are:

• Passionate about delivering exceptional customer service.
• Highly self-motivated, disciplined and able to work independently.
• Positive, enthusiastic, reliable and keen to make a difference every day.
• An excellent communicator with outstanding written and verbal English.
• Confident speaking with a wide range of customers, from individual consumers to trade and business customers.
• Empathetic and naturally able to build rapport across telephone, email, live chat and social media.
• Calm under pressure and comfortable making confident, balanced decisions.
• Well organised, logical and able to manage multiple priorities in a fast-paced environment.
• Tech-savvy and quick to learn new systems and software.
• Flexible and willing to work a variety of shift patterns, including evenings, weekends and Bank Holidays on a rota.
• A supportive team player who enjoys collaborating with others while also being comfortable working independently.

Experience

Previous customer service experience, particularly within a telephone-based environment, would be advantageous but isn't essential.

If you genuinely enjoy helping people, solving problems and creating memorable customer experiences, we'd love to hear from you. Full training will be provided, including everything you need to know about our products, systems and the wonderful world of premium spirits.

If you don't know the difference between "you're" and "your", this probably isn't the role for you!

Sound like your kind of role? We'd love to hear from you. If you're passionate about delivering exceptional customer experiences and want to be part of a supportive, high-performing team, apply today!