ABOUT PURE WHITE LINES:

Pure White Lines is a leading interiors brand specialising in curated antique and vintage inspired furniture, lighting and décor. With a strong online presence and a growing retail footprint, we are passionate about design, detail, and delivering exceptional customer experiences. Our collections feature a mix of historical charm and contemporary edge, making us a go-to for interior designers and design-conscious consumers alike.
We are looking for an experienced and highly organised Customer Service Assistant to join our friendly and fast-paced team at our Hampton Court head office. This is a fantastic opportunity for someone with a keen eye for detail and a proactive attitude to support the smooth running of daily operations in a creative and growing business. As a Customer Service Assistant, you’ll be the friendly and knowledgeable frontline for customer care. Ultimately you will be a brand ambassador for Pure White Lines’ aesthetic and values, helping cultivate lasting loyalty through exceptional service.

Skills and Experience Required:

• Previous customer service experience, ideally in e commerce, retail, or design-led sectors.
• Strong written and verbal communication skills with impeccable attention to detail.
• Comfortable and confident handling inbound and outbound phone communication with customers, suppliers and internal teams
• Strong organisational skills with the ability to multi task across inquiries and projects.
• Empathy, patience, and the ability to diffuse delicate situations or address dissatisfied customers tactfully.
• Familiarity with order management systems, CRMs and proficient use of technology.
• A passion for interior design would be a bonus
• Ability to work both independently and collaboratively, in a fast-paced, creative environment

• Respond promptly and professionally to customer inquiries via email and phone regarding products, orders, shipping, returns, or general assistance.
• Provide in-depth product information and styling guidance across our product range.
• Assist with order placement, updates, cancellations, exchanges, returns, and refunds—always following company policies and delivering a seamless experience.
• Log, track, and escalate issues using a methodical system —such as shipping delays, damaged items, or missing pieces—to internal teams in Operations, Warehouse, or Logistics, ensuring timely resolution.
• Identify opportunities to optimize processes in order to enhance customer experience and improve customer reviews.
• Audit customer feedback and create monthly metrics for management reviews.
• Help manage customer communications during seasonal peaks (e.g. Summer Sale and new arrivals launches).
• Represent Pure White Lines with professionalism, diplomacy, and warmth

Skills and Experience Required:

• Previous customer service experience, ideally in e commerce, retail, or design-led sectors.
• Strong written and verbal communication skills with impeccable attention to detail.
• Comfortable and confident handling inbound and outbound phone communication with customers, suppliers and internal teams
• Strong organisational skills with the ability to multi task across inquiries and projects.
• Empathy, patience, and the ability to diffuse delicate situations or address dissatisfied customers tactfully.
• Familiarity with order management systems, CRMs and proficient use of technology.
• A passion for interior design would be a bonus
• Ability to work both independently and collaboratively, in a fast-paced, creative environment.

What we offer:

• A dynamic and creative working environment within a growing interiors brand
• Staff discount on our products
• Opportunity to develop skills and grow within the company
• Close-knit, supportive team culture
• On-site office in the beautiful Hampton Court area (2 minute walk from Hampton Court Station)

Job Type: Full-time
Pay: £25,000.00-£29,000.00 per year

Benefits:

• Employee discount

Work Location: In person
Reference ID: PWL Customer Service Assistan