Work for Us

This page is a WIP, please do not apply if you have found this!

Current Vacancies

  • Customer Service Agent (Part Time) - View Role
  • Marketing Internship - View Role

Location/HQ

  • Located at Old Auction House, EN11 0NT
  • Brand new renovated space turned into goalkeeping heaven
  • A 15 minute walk from Rye House overground station (just 40 minutes from Liverpool St. Station)
  • Free complimentary breakfast bar
  • Free fridge stocked with complimentary beer and beverages 
  • Free parking space

Customer Service Agent (Part Time)

Hours: 4 hours per day  (min. 12 per week)
Days: 3-5 days per week (flexible to your requirements)
Part/Full-Time: Part time
Where: Our HQ in Hoddesdon
Working from Home: Minimum 3 days in office

Description

As our leading Customer Service Agent you will be responsible for managing customer support requests across our three international websites. 

Our reputation is built on putting the goalkeeper first, so our dedication to the goalkeeping union and our customer service is second to none. As the first person our customers will interact with, you will be expected to act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Those who apply should be genuinely excited to help customers while being patient, empathetic, and passionately communicative. The candidate should love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. 

Confidence at troubleshooting is key, with the proactiveness to investigate with the wider team if they don’t have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

What you will do

  • Handle all customer complaints and requests submitted to theoneglove.com, .us and .com.au
  • Handle all customer complaints and requests submitted through direct-message social media (Instagram, Twitter, Facebook)
  • Manage all enquiries and complaints (as above) through a central Zendesk customer service tool
  • Process product refunds, returns and exchanges through our Shopify e-commerce platform 
  • Provide accurate, valid and complete product information to customers
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Gather customer feedback and communicate any emerging website or product issues to the manager

FAQs on this role

1. Do I need Zendesk or Shopify experience?

No. Full training will be provided on how to use these tools but any experience on them is welcome. 

2. Are the enquiries primarily through email, phone or live chat? 

Email/digital only however we may introduce a phone and live chat in the near future. 

3. Can I work from home?

This is a part time role with a minimum of 3 days required in office a week. If you wish to work for more than 3 days a week, the remaining 2 potential work days can be remote on request. We are a family business so understand the benefit of having time at home. 

4. Are the hours flexible?

Yes. How you slot in your 4 hours are up to you, but must be communicated to the manager prior. For example you may work 10-2 one day and 11-3 another. There is also the ability to negotiate longer hours and less days. All of this can be discussed during interview or after acceptance of the role.