Customer Experience Assistant

Customer Experience Assistant
London
Up to £32,000 DOE
Hybrid working

Are you ready to join a high‑growth company that’s transforming a major consumer category?
We’re partnering with an innovative, sustainability‑focused brand experiencing exceptional growth, and we’re looking for a highly organised, people‑focused Customer Experience Assistant to help lead and develop their growing customer experience function.
This company has scaled rapidly, earning national recognition for its fast-paced growth and loyal customer base. With hundreds of thousands of returning subscribers and a mission-driven culture, this is an exciting opportunity to step into a pivotal role within a thriving organisation.

The Role
As the Customer Experience Assistant, you will take a leading role in managing a small team of overseas Customer Service agents while driving service quality, operational efficiency, and positive customer outcomes.

This is a hands-on, people-focused, admin-heavy role, perfect for someone who thrives in fast-paced environments, loves process, and takes pride in delivering exceptional service standards.

What You’ll Be Doing

• Lead, support and coordinate a team of 4–5 overseas Customer Service agents
• Deliver onboarding and training to new team members, ensuring smooth integration
• Review and support agent responses to ensure quality, accuracy, and alignment with company policies
• Communicate updates from across the business clearly and consistently, such as new product launches
• Produce weekly quality analysis reports and present insights to internal stakeholders
• Oversee basic HR admin including annual leave, sickness tracking, and absence recording
• Forecast resource needs and support capacity planning during peak trading periods
• Support your team with high inbox volumes, and jump in yourself when needed

What You’ll Bring

• 1–2 years’ experience in a fast-paced Customer Service environment
• Experience working with, or supervising, overseas teams
• Skilled in tools like Dixa, Skio, Shopify, plus strong Excel/Google Sheets capability
• Proven experience handling high-volume inboxes and complex customer queries
• Excellent communication, organisation and admin ability, with a passion for people development

Morgan Spencer – Your Career, Our Expertise
We are proud to be one of London’s leading Executive Secretarial & Business Services recruitment consultancies, connecting exceptional talent with outstanding opportunities.
Equal Opportunities:
Morgan Spencer is committed to equality, diversity, and inclusion. We welcome applications from all suitably qualified candidates regardless of background, identity, or circumstance.
Confidentiality & GDPR:
All applications are handled with the strictest confidentiality and processed in accordance with UK GDPR and data protection legislation. Your personal information will only be used for recruitment purposes and will never be shared without your consent.

Morgan Spencer Limited, registered in England & Wales No: 4254114