Customer Care Advisor

Department: Customer Care

Location: Coventry

Location: Remote (UK or Ireland)

Hours: Part-Time

16 Hours | shift patterns either:

• Monday 10pm - 6.30am, Sunday 10pm - 6.30am
• Thursday 10pm - 6.30am, Sunday 10pm - 6.30am

Are you passionate about delivering exceptional customer service? Join Mountain Warehouse, a growing global brand, as we continue our mission to make the outdoors accessible for everyone. We're looking for a friendly and motivated, Customer Care Advisor to join our vibrant, remote team.

About The Role

Reporting to the Customer Care Team Leader, you'll play a vital part in creating outstanding experiences for our customers—before, during, and after their purchase, whether online or in-store. This is a part-time remote position suited to someone who loves solving problems, working as part of a team, and making a positive impact in every customer interaction.

Key Responsibilities

• Provide fast, friendly, and effective support via phone, live chat, and email
• Help customers throughout their journey—from product queries to post-purchase care
• Collaborate with internal teams to provide timely resolutions
• Monitor and report customer trends to improve our service
• Take ownership of your personal development and contribute positively to the team
• Maintain strong performance aligned with KPIs and company values

We Would Like To Meet Someone Who Is

• Fluent in English (spoken and written)
• Previous experience in a customer-facing role (retail, contact centre, hospitality etc.)
• Clear, confident communicator with excellent written skills
• Comfortable handling challenging conversations with empathy and professionalism
• Familiar with tools like Outlook, Word, Excel, and web browsers
• Experience with eCommerce platforms (e.g. Amazon, eBay) and contact centre platforms is a bonus
• Positive, energetic, and proactive with a “can-do” attitude
• Thrive in a fast-paced environment and enjoy working as part of a supportive team

Benefits

• Competitive salary and benefits package
• Fully remote
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme