Location: Remote, within the UK

Hours: 12 hours per week

Working pattern: Monday, Tuesday and Wednesday, 9am - 1pm

Pay: £13.45 per hour

Contract: Part-time, permanent

Expected start date: ASAP

Essential availability: Please only apply if you can consistently work every Monday, Tuesday and Wednesday from 9am - 1pm. This role also requires some flexibility to provide occasional additional weekday or weekend cover when other team members are on holiday or unavailable or during particularly busy periods, normally with advance notice. Additional hours are not guaranteed.

About Naked Paper: Naked Paper sells unbleached tissue products. Since 2020, we’ve sold more than 30 million rolls and built a loyal community of customers. We’re a small, friendly and ambitious team, united by a desire to grow a successful business that has a positive impact on people and the planet.

About the role: We’re looking for a friendly, organised and dependable Customer Service Assistant to help us provide an excellent experience for our customers. You’ll be part of our small customer service team and one of the first points of contact for customers. Most enquiries arrive by email, so clear, warm and accurate written communication is central to the role. You’ll work remotely and independently during your shifts while staying in close contact with the wider team through Slack.

What you’ll be doing:

• Responding to customer enquiries by email and occasionally by phone, in a friendly, timely and professional way
• Resolving queries about orders, products, subscriptions and deliveries
• Investigating customer issues across several online systems
• Liaising with couriers and our fulfilment partner to resolve delivery problems
• Using our FAQs and response templates while adapting each reply to the individual customer
• Taking ownership of customer problems and following them through to resolution
• Identifying repeated issues and raising them promptly with the wider team
• Sharing useful customer feedback with colleagues
• Communicating proactively and asking questions through Slack
• Supporting occasional administrative tasks
• Providing additional weekday or weekend cover when other customer service team members are away

About you To be considered, you must:

• Have previous experience in a role involving regular, direct contact with customers
• Have experience providing customer service through email, live chat or another written channel
• Write clearly, accurately and warmly
• Be confident using several online systems and learning new software
• Be comfortable investigating information across systems such as customer service software, order-management tools, courier portals and subscription or payment systems
• Be organised, reliable and attentive to detail
• Take ownership of problems and use good judgement
• Be comfortable working independently in a remote role
• Communicate proactively with colleagues and ask for help when needed
• Be currently based in the UK and have the right to work in the UK
• Have a suitable computer, reliable internet connection and an appropriate place to work
• Be consistently available for the fixed Monday–Wednesday hours
• Be able to provide occasional additional weekday or weekend cover

Experience with ecommerce, subscription businesses, delivery enquiries or customer service software would be particularly helpful, but experience with our exact systems isn’t required. Full training will be provided. What we offer

• A fixed, predictable schedule of 12 hours per week
• Remote working
• Opportunities for occasional additional hours
• Full training on Naked Paper’s systems and processes
• A friendly and supportive small-team environment
• The opportunity to join a growing, mission-led brand
• Pay of £13.45 per hour

Naked Paper is an accredited Living Wage Employer. We’re committed to paying at least the independently calculated Real Living Wage.

Application process

Please complete our short online application form here: https://form.typeform.com/to/K6KvpSS7

It includes questions about your availability and experience, followed by a brief customer service exercise. The application should take approximately 10 minutes. A CV is required, but you do not need to submit a cover letter. Shortlisted applicants will be invited to a brief initial call, followed by a full interview for selected candidates. Applications will be reviewed as they are received, and the vacancy may close early if we receive enough suitable applications.

No recruitment agencies, please.

Job Type: Part-time

Pay: £13.45 per hour

Work Location: Remote