Ecommerce & Customer Service Assistant

Why You'll Love Working with Us

Here at the Bespoke-ly Group, our aim is to be the most unique online gifting company in the world. We strive to design and deliver stylish presents that inspire both our customers and clients across the globe. Based in London, our studio is a thriving hub where creatives, project managers and fulfilment specialists work to produce, personalise and package our products. We pride ourselves on each item leaving the door carefully prepared with all the love, care and knowhow to ensure an unforgettable gifting experience.

As the Ecommerce & Customer Service Assistant, you will play an instrumental role in the growth of our digital offering within our commercial business. You will be responsible for assisting with the daily running of our websites, and enhancing our customer journey through site optimisation and customer service support.

You will ideally have previous experience working in an ecommerce team, and a good understanding of the retail industry and brands.

This role will report directly to the Head of Ecommerce, while working closely with the ecommerce and marketing team to deliver the wider strategy - maximising brand awareness, customer engagement and conversion.

A Day in Your Life

Ecommerce:

Assist with the daily management of our websites, building optimised and creative landing pages, as well as product and category pages to convert prospective clients and customers

Work collaboratively with the team on the execution of product launches and content updates, ensuring all assets are delivered, uploaded and optimised

Actively optimise the on-site experience; scoping, testing and implementing new developments and site functionality, as well as re-merchandising key categories regularly

Ensure all site content is up to date and relevant, performing regular site-walks and executing site improvements

Assist with product photoshoots for web as required, considering how product imagery impacts the customer journey and ensuring content is optimised for conversion

Customer Service:

Assist with the daily management of the customer care inbox, live chat and phone calls - responding promptly and efficiently to all enquiries

Work closely with the production and fulfilment teams to ensure all orders are dispatched in a timely manner, and any delays are identified and resolved quickly

Communicate customer feedback to the relevant team members to ensure our service, website and products are improved, as well as encouraging customer reviews across our review platforms

What We’re Looking For:

• 1-2 years experience in a similar, ecommerce focused or customer service role
• Shopify experience would be beneficial
• Basic knowledge of CRO, SEO and UX best practices is beneficial
• Excellent written and communication skills
• Experience of day-to-day project management across a range of project types
• A strong understanding or interest in the evolving digital landscape
• Highly organised, focused & practical
• Ability to work independently, balance priorities and take the initiative where appropriate

What We Offer

• Growth Opportunities: Expand your skills and grow within a rapidly evolving company.
• Collaborative Culture: Be part of a supportive team that values creativity and innovation.
• Employee Perks: Enjoy a range of benefits designed to enhance your work-life balance and career development.

Salary & Benefits:

Salary: £29,000 per annum

Benefits: 25 days holiday, additional paid leave on bank holidays, pension scheme, team experiences, employee discount, Vitality membership, art pass, birthday leave, finder’s fee, Green Commute cycle initiative.

Please note, this is a full-time role based in our West London office, with the option to work one day from home.