17th December 2021

E-Commerce & Customer Service Executive

The Job

This is a full time, permanent position,  based in Aylesford, Kent and working 37 hours per week

Salary: £22,000 to 24,000 per annum, dependent upon experience


Main purpose of job:

This role is accountable for the daily operations, updating and maintenance of RBLI’s online shop. The responsibilities range from: handling customer relationships and updating customer touchpoints, to ensuring stock levels are maintained in line with forecasts and assisting with seasonal campaigns.


You will have a can-do attitude and have the ability to handle a varying workload throughout seasonal campaigns.


Your Key Responsibilities:

Day-to-day Operations:

  • Operate and update RBLI’s Shop and to ensure messaging is up-to-date and relevant, shop operations are consistent, stock levels are monitored, and new orders are fulfilled on time.
  • Liaise with suppliers, fulfilment centre and couriers to ensure that customer orders are fulfilled correctly and received on time.
  • Handle all customer enquiries via telephone and email, logging communications on a database and ensuring all issues are resolved, relationships with customers are built and expectations are managed.
  • Monitor customer comments and feedback to report back to the Digital Marketing and E-Commerce Manager.
  • Handle regular shop email communications to customers, including updates on products, new launches and inform customer of any delays/ issues. To frequently report key e-commerce metrics and KPI’s to the Digital Marketing and E-Commerce Manager.
  • Maintain all customer touchpoints to ensure messaging is up to date and relevant.
  • Monitor customer journeys from the point of order to post-purchase to ensure consistency.
  • Assist with planning and executing marketing activities to support seasonal campaigns and product launches.
  • Make stock orders in line with ever-changing demand.


The Requirements

Personal Attributes:

  • Confident and self-motivated, with the ability to prioritise workload in line with seasonal campaigns/ busy periods.
  • Well organised, with great planning skills, an analytical mind-set and a strong attention to detail.
  • Possess well-developed spoken and written customer service skills, suitable to both a B2B and B2C market.
  • Positive, friendly attitude, and collaborative team player.


Skills & Experience Required:


  • Minimum of two years working experience, with at least one year of e-commerce, sales, marketing or customer service experience.
  • Strong written and spoken English language skills.
  • An understanding of the e-commerce marketing funnel.
  • Ability to manage customer expectations in a proactive, friendly and informative way, building stronger relationships with clients and customers.
  • Strong proficiency with Microsoft programmes, including Excel and Outlook.
  • Mathematical ability to forecast sales, profit margins etc.



  • Previous experience with the Shopify platform.
  • Previous experience with email marketing via platforms such as Mailchimp.
  • Previous experience with databases.



25 days holiday allowance + bank holidays, a Group Flexible Retirement Plan and Life Assurance.


To Apply:

If you wish to be considered for the above role, forward your CV and covering letter including a supporting statement to recruitment@rbli.co.uk.  RBLI is an equal opportunities employer.

RBLI is an accredited Disability Confident Leader. We guarantee to interview disabled applicants who meet the minimum criteria for the role. If you consider yourself to have a disability and would like more information of how to apply for the above role under our disability confident scheme then please visit https://rbli.co.uk/disability-confident/ for more information. Alternatively please call us on 01622 795917


* RBLI reserves the right to remove a vacancy at any time prior to the published closing date



Email: recruitment@rbli.co.uk