E-commerce and Furniture Resolutions Assistant - Wychbold

Webbs is an award-winning garden centre retailer with four stores and a growing ecommerce business. Our stores are premium garden centres with exceptional indoor and outdoor horticulture departments, a range of quality gifts, homeware, furniture and clothing. Our high quality restaurants offer freshly prepared, seasonally changing menus.

 

We're an independent family business with a great team of people. We have an excellent workplace culture with a focus on fun and wellbeing whilst we work hard to get the job done together. We’re proud to have won national awards including Best Workplaces 2023, Best Workplaces for Wellbeing 2023, Best Workplaces for Women 2023, Best Workplaces 2024 and Best Workplaces (Retail, Hospitality & Leisure) 2024.

 

We have a fantastic opportunity for a professional, organised, and customer-focused E-commerce and Furniture Resolutions Assistant to support our growing online furniture and home & garden sales operation.

 

This is an excellent opportunity for someone who enjoys helping customers, solving problems, and delivering outstanding service while working within a welcoming family-run garden centre environment. 

 

You will report to the Customer Service Manager, and you will ensure the smooth running of delivery problems, damages, returns, and product concerns while maintaining a high standard of service and brand reputation.

 

You will be responsible for supporting customers with post-purchase enquiries and ensuring every customer receives a positive experience from order through to delivery and aftercare.

 

You’ll handle enquiries relating to:

• Furniture deliveries and online orders

• Damaged or faulty items

• Missing parts or delivery issues

• Returns, replacements, and refunds

• General customer support

 

The role involves regular communication with customers, suppliers, delivery partners, and internal teams to resolve issues efficiently and professionally.

 

• Manage and resolve customer queries related to furniture orders, including damages, defects, missing items, and delivery issues 

• Communicate with customers via email, chat, and phone in a professional and empathetic manner 

• Coordinate with logistics partners, warehouses, and suppliers to investigate and resolve issues 

• Process refunds, replacements, and returns in line with company policies 

• Track and document cases accurately within CRM systems 

• Proactively follow up on open cases to ensure timely resolution 

• Identify recurring issues and escalate trends to management 

• Assist in improving internal processes to reduce future customer issues 

What Success Looks Like

• Happy customers and positive feedback 

• Efficient handling of customer enquiries 

• Accurate administration and case management 

• Continuous improvement in customer experience

 

The role requires exceptional planning and organisational skills and an eye for detail, with a numerate, accurate approach. 

This role would suit a positive and personable individual with a customer-first approach who enjoys working in a fast-paced and varied environment. The successful candidate will be reliable, a strong team player, and someone who takes pride in delivering high standards of work and customer service.

 

The ideal candidate will have previous experience within customer service, retail, or e-commerce and possess excellent written and verbal communication skills. Strong organisational abilities, problem solving and conflict resolution skills, attention to detail, and the ability to manage multiple tasks effectively are essential. Applicants should be confident using computer systems and spreadsheets, with the ability to remain calm, professional, and solution-focused in a busy working environment.

 

Ideally you will have experience handling large-item logistics or furniture issues, have familiarity with returns and warranty processes and knowledge of e-commerce platforms such as Shopify and Magento however these aren’t essential.

 

This is a full-time permanent role working 37.5 per week which will include weekends.

 

The role is based at our store in Wychbold and so you must live within a reasonable commuting distance. You may be required to travel to other stores in West Hagley, Cheltenham and Frilford.