Customer Service Advisor

We are looking for Customer Service Advisors to join Team OB working on a 3-month fixed term contract starting from 5th October 2026.

  • Shift pattern - 4 days a week either Sunday - Wednesday or Wednesday - Saturday.
  • Must be available at weekends.
  • Hybrid role – 2 days working from our office & 2 days working from home each week
  • Computer equipment provided. Requirement - Fibre broadband connection for working from home days.

Overview:

As a Customer Service Advisor at OB, you will join the team on a 3 month fixed term contract, helping to spread some seasonal joy. You will deliver a great customer experience and be the first on hand to answer and listen to any questions, queries, compliments or concerns.

Our customers are at the heart of Oliver Bonas so you will support and communicate effectively by following our customer service procedures and guidelines, providing exceptional service and owning any queries from beginning to end.

Maintaining excellence as well as creating seasonal magic is what makes our Customer Service Team tick during our busiest season, so come and join us and be part of Team OB.

Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We have hybrid working with a split of 3 days in the office and 2 days home working per week.


More about the role …

An OB Customer Service Advisor will:

  • Answer customer queries via email, chat and phone confidently and in a timely manner, while maintaining a calm and reassuring tone of voice that gives confidence to both customers and colleagues.
  • Support aspects of the customer experience from product queries and store opening hours to delivery, tracking and customer aftercare.
  • Provide exceptional customer service and computer admin support.
  • Build strong working relationships with internal teams.
  • Log and track all customer contacts through our CRM system and update order statuses.
  • Be comfortable working towards an individual KPI and with team mates to ensure SLAS are met.
  • Be confident with computer systems and quick to learn new ones.
  • Collaborate within our CS Team to clarify facts, exchange information and resolve enquiries to provide the best outcome for our customers.
  • Be confident handling customer complaints and demonstrate a good understanding of GDPR and Consumer Rights.
  • Have an understanding and interest in OB products and embrace brand guidelines.

Bonas Benefits:

  • Generous seasonal employee discount on OB products
  • Free access to our 24 hour employee assistance programme with Optima Health – offering financial, emotional and vocational support
  • Free access to our onsite gym
  • Cycle to work scheme
  • Quarterly free lunch
  • Equity, Diversity and Inclusivity Voice network and EDI team
  • Mental Health First Aider support
  • Education and support through 360L eLearning platform

What we look for:

  • A good understanding of customer service technology, including CRM systems, order management systems, finance platforms, social media, courier dashboards and AI tools. Previous experience within customer service & strong computer skills are essential for this role.
  • A passion for Oliver Bonas as a brand and for delivering excellent customer service.
  • The ability to multitask and prioritise a variety of queries across different channels e.g. phone, email, live chat. Being organised is key!
  • Self-motivation, driven by targets and teamwork. Strong written and verbal communication skills.
  • A quick thinker with a positive, flexible and can-do approach, able to perform well in a fast-paced environment.
  • Someone curious about AI and an openness to using new tools and technology.
  • Calm, patient and helpful by nature with great energy and enthusiasm.
  • Adaptable to change and willing to embrace new ideas.
  • Solutions-focused and able to diffuse any challenging conversations with customers.
  • You will need a private, quiet space when working from home so you can support our customers effectively.
  • Evidence of a strong Wi-Fi connection, you will need to provide a speed test result.


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