Customer Service Assistant

Creative Arts, Design, Culture & Humanities
Salary Details
£18,000 - £18,550
Hours of work
Job Type
Closing Date
Frugi, the UK’s bestselling organic childrenswear brand, is looking for a Customer Service Assistant to join our brilliant team in Helston, Cornwall.

Job Description

About You

You will be a confident, flexible and enthusiastic person committed to providing great customer service.  You’ll have a friendly and helpful telephone manner and be adept at dealing with customer enquiries quickly and effectively.  You’ll be a great communicator, both verbally and written, and be very organised, ensuring all enquiries are processed quickly and accurately. You’ll be able to work in a fast-paced environment with the ability to follow procedures and use your own judgement where necessary. You’ll be computer literate with excellent time management skills.

Above all else, you’ll want to work as part of our brilliant team to ensure Frugi’s customers get the fabulous service they deserve!


Your Role in a Nutshell

Based at Frugi HQ, in Cornwall, your role will be to assist in all aspects of Frugi’s customer service.  You will be taking care of our highly treasured direct customers, making sure they consistently receive an excellent customer experience. 

The role is currently 9am-5pm, Monday to Friday but this is expected to change in the future to shift work to cover an 8am-8pm, Monday to Saturday model.


Your Key Responsibilities

  • Delivering outstanding customer service to all our customers.
  • Taking customer orders over the telephone.
  • Dealing with customer queries on the telephone, via email and LiveChat through Zendesk.
  • Routinely checking for order/payment anomalies and carrying out the necessary tasks to process those orders
  • Directing incoming non-customer service related calls to the most relevant person and department.
  • Organising outgoing post and creating daily post reports.
  • Monitoring Social media and customer reviews via 3rd party platform, Feefo.
  • Assisting in our Frugi HQ shop, serving customers and assisting our Embroidery Specialist with personalisations.
  • Liaising with other departments to ensure business needs are met.


Essential skills

  • ‘Can do’ attitude of helpfulness, with the ability to follow company procedures.
  • Excellent telephone manner and able to verbally articulate well.
  • Great written communication skills with good grammar and spelling.
  • Great attention to detail and highly accurate to minimise any mistakes.
  • Highly numerate and able to apply a range of offers and promotions to sales.
  • Creative and innovative thinker and ‘out of the box’ problem solver.
  • Super organised and able to work under time pressure and deal promptly with customer queries whilst remaining patient and professional.
  • Communicate effectively (written and verbally) with customers and staff at all levels.
  • Work within a lively Team, but also have the initiative to work on your own.
  • Computer literacy, with a competent working knowledge of Microsoft Word and Excel, with a willingness to learn new skills and adapt as the business grows.
  • Customer Service/Retail experience would be beneficial but not essential.
  • Zendesk experience also preferable but not essential.

Company Description

Frugi is the UK’s bestselling organic childrenswear brand, proving that ethical and organic clothing can be bright, beautiful and successful! The company was born in 2004 and continues to grow at 25% every year, selling through a rapidly expanding network of over 500 stockists in more than 25 countries worldwide.

We strive to be ethical in everything we do, each year donating 1% of our turnover to our Little Clothes BIG Change charity project which includes a children’s charity, the Cornwall Wildlife Trust and an orphanage in India.

We have been earmarked by The Sunday Times Fast Track Ones to Watch list, received GOLD in the Healthy Workplace Awards, expanded to more than 100 permanent team members with even more joining us for our busy seasons, grown our turnover to £12m, donated over £500k to charity, and eaten a lot of pasties (and cake!).

We strive to be the most fun, desirable and trusted clothing brand on the planet, but this is only the start of it…

Other Application Details

What’s in it for you?

  • We’re offering a full time, permanent contract.
  • We’ll invest in you with a competitive salary, circa £17,550.00 to £18,550.00, depending on your skills and experience.
  • We’ll support your ongoing professional development with bespoke learning initiatives and training opportunities.
  • We offer fabulous career progression - as we grow, you’ll grow too!
  • If we have a good year, we’ll share our profits with the team.
  • To help save for your future you can join our company pension scheme.
  • We’ll give you a whopping 60% discount across our fantastic range.
  • We’ll invite you to take part in our award-winning health & wellbeing activities.
  • We hold regular team events organised by our very own Frugi Fun Committee.
  • We offer a dynamic, innovative and exciting environment to work in.


How to Apply

Send your CV and a covering letter stating why you are exactly the right person to join our team. Your covering letter is the perfect opportunity to showcase your personality and understanding of all things Frugi – so go for it!!

Closing date: 31st August 2019. We’ll be interviewing as we go along, so the role may close earlier than advertised. The early bird catches the worm!

Important: All applicants must have the right to live and work in the UK at the time of submitting your application; unfortunately, Frugi are not licensed to sponsor overseas workers.

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