Customer Care Advisor

Posted by Connie Sullivan, Feb 16, 2024

We are looking for a Customer Care Advisor to join our Harrogate office team, looking after our online B2C customers! We have a full-time permanent contract (37.5 hours) available. This position is ideally based within a commutable distance from Harrogate, North Yorkshire to work alongside our Customer Care team.


Reporting to the Customer Care Manager, this Customer Care Advisor will be an integral part of the NEOM team working to deliver and uphold exceptional levels of Customer Care across every digital touchpoint.


NEOM is growing dramatically year on year with the focus to create the ultimate wellbeing community amongst our customers; a place to share, advise, relate, and emotionally connect. These Customer Care Advisors will deliver customer care across every digital touchpoint in line with the strategy set out by the Customer Care Manager. Being ambassadors for the NEOM customer across the business, utilizing every opportunity to connect, push boundaries & provide feedback whilst providing an honest, genuine, and ‘real’ experience that customers will engage with.

We are looking for someone that is based within a commutable distance from our Harrogate office, in North Yorkshire. To work alongside the wider Customer Care team. 

This full-time permanent position is for 37.5 hours a week and require flexibility in working hours, including weekend cover and evenings.


- Deliver a consistent, customer-centric, passionate, and ‘real’ experience at every touchpoint

- Apply versatility throughout brand platforms, ensuring you are professional, coherent and in line with our values, tone of voice & brand including CRM tool, Live Chat, phones, social messaging, and product and site reviews

- Build & improve customer relationships

- Take every opportunity to capture customer data in order to expand the NEOM Community and encourage customer loyalty 

- Timely and accurate provision of reporting to drive prioritisation of issues and performance vs SLAs

- Accountable for all customer care communication, striving to resolve a customer contact within the 1st interaction

- Select the most appropriate method of communication to seek rapid resolution for the customer contact, and adapt to suit each individual customer

- Work collaboratively within the team and to carry out all assigned operational and administrative tasks for the department - E.g., returns reports, Yopto reviews, customer satisfaction and customer feedback

- Report to the Customer Care Manager and communicating all outstanding issues, ensuring data-driven feedback is prioritised for solution finding, proposals for improvement, analysis & development ideas

- Optimise product knowledge, wherever possible maximising selling opportunities 

- Responsible for proactive customer care activities to reduce inbound customer contacts


- A desire to always learn and develop, aiming to exceed customer expectations and create best-in-class experiences at every opportunity

- Ability to work collaboratively with a positive, growth mindset

- A true team player - flexible, adaptable, and able to manage a variety of tasks

- Excellent interpersonal and active listening skills

- Strong written and verbal communication skills and attention to detail

- Experience using Zendesk (or similar CRM tool) preferred, but not essential

- Experience using Shopify (or similar) preferred, but not essential

- Ability to learn and use IT systems

- A minimum of two years’ experience within Customer Care


- TIME TO CHILL - 25 days holiday plus bank holidays

- BIRTHDAY TREAT - Extra day off on your birthday

- WELLBEING DAYS - take some time to recharge and reset

- NEOM GOODIES - A free NEOM product each month, plus staff discount for you to enjoy

- HEALTH CARE - Cash back plans, outpatient cover, GP consultations, therapies and mental health support 

- DO GOOD, FEEL GOOD - Time off for you to volunteer, plus support for personal fundraising efforts


Please send your CV and covering note, telling us all about you and what your feel you can bring to NEOM,
Subject: Customer Care Advisor
Please note, we will only be able to reply to applications that have been successful in being shortlisted.

If you have not heard back from us within 28 days, we are sorry, but you have not been successful at this time.

No Agencies.