Customer Service Agent

MOTHER ROOT ✸

Experienced Customer Service Agent for Mother Root ensuring exceptional customer service. Handle inquiries, solve problems, and contribute to customer satisfaction in a hybrid role.

Posted 5/1/2026full-timeLondon • 🇬🇧 United KingdomJunior💰 £28,000 - £32,000 per yearWebsite

About the role

Key responsibilities & impact

Monitor and respond to customer enquiries via our helpdesk (email, social media messages and comments)
Ensure all tickets are responded to within our SLA timeframes
Provide warm, clear and helpful responses that reflect the Mother Root tone of voice
Prioritise urgent issues such as missing parcels, damages or complaints
Escalate complex queries where needed
Identify and resolve customer issues quickly and efficiently
Liaise with 3PL and internal teams to resolve delivery issues
Support replacement order processes where required
Proactively spot recurring issues or patterns and flag improvements
Contribute ideas to improve customer satisfaction and efficiency
Help ensure consistency across all customer communication channels
Assist during busy periods such as promotions, seasonal campaigns and product launches
Maintain accurate records within our CX systems

Requirements

What you’ll need

Previous experience in a customer service role (ecommerce experience desirable)
Strong written communication skills
Excellent attention to detail
Ability to manage multiple enquiries at once
Confident problem solver with a proactive mindset
Calm and empathetic approach when handling complaints
Comfortable working independently and as part of a team
Highly organised and reliable
Experience using helpdesk platforms (such as Gorgias, Zendesk etc.) is beneficial
Curious about how AI can support great CX, with a clear sense of where human judgement and warmth must stay in the loop

Benefits

Comp & perks

Salary range: £28,000-£32,000 per annum
Share Options Programme
Annual Leave: 25 days per year
Summer Hours: Early finish Fridays (June–August)
Work From Anywhere: Up to 2 weeks per year
Pension: 5% matched contribution
Cycle Scheme: Bike or Lime/Forest Pass
Personal Development: £300 annual allowance for approved training
Wellbeing Support: Access to Spill app & Heka allowance (£40/month) + birthday/work anniversary boosts
Annual Team Trip: Gastronomical & wellbeing-focused team away trip
Parental Leave: Competitive maternity/paternity package
Lots of free Mother Root

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceecommerce experienceproblem solvingattention to detailticket managementissue resolutionrecord maintenancecustomer communication

Soft Skills

written communicationempathetic approachorganizational skillsreliabilityproactive mindsetteam collaborationindependencecalm demeanor