Customer Support Agent

This position is located at Unit 3 Forli Strada, Peterborough, Cambridgeshire, PE73HH United Kingdom

As a Customer Support Agent at URBN, you’ll play a key role in delivering an exceptional customer experience by providing high-quality support for existing orders. You’ll take ownership of customer enquiries, concerns and complaints, ensuring they are resolved efficiently, professionally and with empathy.

Working in a fast-paced, collaborative environment, you’ll use your strong communication and problem-solving skills to deliver best-in-class service and ensure every customer feels valued and supported. 

• Manage a high volume of customer cases, ensuring enquiries are handled efficiently and resolved within agreed timescales;
• Identify customer needs by actively listening, clarifying information and thoroughly investigating each issue to provide appropriate solutions or alternatives;
• Work collaboratively with key Supply Chain teams and the wider business to investigate customer issues, challenge existing processes and identify opportunities to improve the overall customer experience;
• Build effective working relationships across the business to ensure customer issues are resolved promptly and effectively;
• Consistently work in line with URBN’s vision and values, demonstrating a customer-first approach in all interactions and decisions.

• The ability to communicate with confidence both verbally and with excellent written English is essential.
• Strong interpersonal skills, with the ability to build positive and effective relationships with internal and external stakeholders, including brands, carriers and third-party contact centres.
• Highly organised, proactive and self-motivated, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment.
• Strong attention to detail, with good numeracy and IT skills. Experience using customer or order management systems, such as Salesforce, would be advantageous.
• A customer-focused approach, with previous experience in a customer-facing role. Experience within a fashion or lifestyle retail environment would be desirable.

• Wellbeing: 
• Employees Assistance program to support with mental, physical and financial health 
• Fully equipped free gym and 50% discount off external gym memberships 
• Private Medical Insurance 
• Employee Discount: 
• Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!) 
• Travel: 
• Cycle to work scheme 
• Continued Development: 
• We offer structured support within the business alongside continued learning and development 

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.