Multichannel Customer Experience Agent, Vintage Cash Cow

£26.3k

Junior and Mid level

Leeds

Office located in Gelderd Road, Leeds

Marketplace for the circular economy

Job no longer available

Marketplace for the circular economy

101-200 employees

B2CRetailMarketplaceConsumer GoodseCommerce

Job no longer available

£26.3k

Junior and Mid level

Leeds

Office located in Gelderd Road, Leeds

101-200 employees

B2CRetailMarketplaceConsumer GoodseCommerce

Company mission

To make it easy and rewarding for people to declutter responsibly!

Job

Company

Role

Who you are

Experience in a customer-facing role, ideally across more than one contact channel
Confident communicator (written and verbal) who can adapt tone and approach to different customer needs
Ability to multitask and manage multiple platforms and contact types simultaneously
Strong problem-solving mindset with a focus on getting it right first time
Empathetic, resilient and calm under pressure
Tech-savvy and comfortable learning new systems and tools
A collaborative team player with a positive influence on team culture
Experience working in a multichannel or contact centre environment
Knowledge of CRM or customer case management systems

What the job involves

You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy
Reporting into the Multichannel Engagement Team Leader, you’ll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections
Getting Started…
You’ll quickly get up to speed with our products, services, systems, and tone of voice. You’ll learn how each contact channel works, shadow our most experienced advisors, and begin taking live queries with support
Establishing Your Impact…
Once settled, you’ll confidently handle a wide range of enquiries across multiple platforms. You’ll be resolving issues end to end, spotting recurring themes, and sharing insights that help us improve the overall customer journey
Driving Excellence…
You’ll become a trusted multichannel specialist, delivering accurate, efficient, and friendly support that customers genuinely remember. You’ll champion quality, consistency, and continuous improvement as we build out this new function
Key Goals & Objectives:
Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks
Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible
Maintain accurate logging and documentation in all systems, meeting data protection and quality standards
Collaborate effectively with internal teams to solve complex issues and share knowledge
Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction
Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes
Respond to customer enquiries across phone, email, webchat, and other channels
Provide clear, accurate and friendly information about VCC’s products, services and processes
Take ownership of customer issues, ensuring full resolution and escalating only when essential
Work collaboratively with teams across the business to solve complex cases
Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards
Flag recurring issues, process gaps or opportunities to improve the customer journey
Navigate and switch between multiple systems and platforms with confidence
Support new team members by sharing knowledge and contributing to a positive, collaborative environment
Adapt quickly to new tools, systems and processes as the team evolves
Use conflict resolution techniques to prevent and de-escalate complaints

Our take

In a culture of waste, more and more people are looking to declutter responsibly, and websites such as Vintage Cash Cow are paving the way for the circular economy. Helping customers turn their unwanted items into cash, Vintage Cash Cow utilises hundreds of in-house experts to value vintage, antique and second-hand goods that might otherwise end up on the scrap heap.

Incentivising its customers with free postal service, Vintage Cash Cow offers a hassle-free pick up and delivery and uses vintage valuers to appraise and give you an offer on your items. With a 24-hour turnaround between send-off and payment, the company has nailed the formula through cultivating a trading network of auction houses, museums, institutions and independent collectors. UK-focused at present, Vintage Cash Cow continues to scale its operations, and has landed publicity through leading newspaper recommendations.