Join The Signature Gifts Family

Signature Gifts is constantly evolving as a business. If you'd like to join a fast-paced, highly rewarding company where working from home is an option, then Signature is the place for you! Please see below for our latest vacancies.

Company Overview

Signature Gifts Ltd. is a successful, fast-growing ‘Gift’ company and a leading publisher of personalised books. We focus on offering personalised gifts to top e-commerce retailers such as Next, Shop Direct, Buy A Gift, Express Gifts, JDW, buying gifts on a made-to-order basis, as well as selling direct on our own sites.

Established in 2003, turnover is now more than £13m, sold via our own leading websites and through leading online and mail-order retail. Recently we have been focusing on Amazon and marketplaces and seeing significant growth here.

We have grown from just two employees in 2003 to over 100 today, across five sites in three locations: Harpenden Herts, Stoke, two sites in SW Scotland, and in the USA.

Due to continued growth, we are looking for an additional member of staff to join our friendly Customer Services Team, primarily looking after our US customers. However, there will still be interaction with our UK customers as well. The working pattern is envisaged as Monday to Friday 17:00 – 22:00, to take into account the US time differences.  Due to the working pattern of the role, you will be primarily working from home, however, will need to be able to come into the office as and when required.

Duties and Responsibilities will include:

  • Receive inbound queries by telephone and email for US and UK customers
  • Progress orders to ensure customers` expectations are met.
  • Keep Access and other systems updated with order notes, details of customer contact details, and responses from other departments.
  • Management and completion of assigned Gift Hub Zendesk tickets within the agreed procedure. Logging tickets appropriately to allow analysis and data feedback to prevent issues from reoccurring as much as possible.
  • Escalate issues/orders to the Manager that are not likely to meet company standards based on published targets. Assist him in creating a solution.
  • Strive to meet quality standards and targets set by the company, ensuring all procedures are correctly followed.
  • Monitor the in-house production schedule on a regular basis to ensure queries from production are dealt with and to regenerate order files where necessary.
  • Help Manager to ensure that all queries are dealt with within our 4-hour SLA
  • Manage returned items, using the returns log to keep the accounts team up to date.

Key Skills / Attributes required:

  • Communication skills. You will need to liaise with relevant departments including factories and dispatch to help resolve order issues.
  • Ability to recognise errors allowing them to be resolved quickly. Report errors and complaints as appropriate. Monitor & escalate the resolutions to these.
  • Ability to handle and resolve complaints, having empathy with the customer whilst considering the interests of the company.
  • Attention to detail and the ability to deal with issues efficiently. Ensuring that you obtain detailed information about the order and customers’ requirements.
  • Ability to work in a team, if a solution to a query/issue is not able to be reached you will need to liaise with colleagues
    to provide a solution.
  • Pro-active handling of customers is essential. We will call them before they chase us.

If this sounds of interest and you believe you have all the necessary skills and experience, we would love to hear from you.

Please note: You will be expected to attend the Harpenden office for training.

Signature Gifts Ltd. is a successful, fast growing ‘Gift’ company and a leading publisher of personalised books. We focus on offering personalised gifts to top e-commerce retailers such as Next, Shop Direct, Buy A Gift, Express Gifts, JDW, buying gifts on a made to order basis, as well as selling direct on our own sites. 

Established in 2003, turnover is now more than £13m, sold via our own leading websites and through leading online and mail order retail. Recently we have been focusing on Amazon and marketplaces and seeing significant growth here.

We have grown from just two employees in 2003 to over 100 today, across five sites in three locations: Harpenden Herts, Stoke, two sites in SW Scotland, and in the USA.

Reporting to the Amazon Manager, we are now looking to recruit an Amazon Data and Customer Support Executive, to help us further develop our Amazon business. The role will primarily involve working from home, however, the successful candidate will still be expected to attend either Head Office in Harpenden or on site in Scotland at least twice a month, depending on home location.

The key purpose of this role will involve data inputting, setting up new products and improving existing lines, with additional duties involving:

·         Supporting Sales by ensuring listings and placement on Amazon is optimal and pages are well merchandised

·         Setting up product correctly – and completing all applicable administration and data input

·         Regularly reviewing listings, correcting errors, checking descriptions and improving placement

·         Supporting the Manager in analysing data to optimise digital marketing and advertising

·         Keeping fully up to date with how Amazon works and getting the maximum benefit for Signature products

·         Supporting the Manager to ensure Signature Gift lines are highly visible and elevated to maximise sales

·         Providing first class customer support and dealing with order queries and product issues promptly and efficiently

·         Keeping administration fully up to date.

The successful candidate must be an enthusiastic, tenacious self-starter, who doesn’t take no for an answer, be used to a busy and varied role as well as possessing excellent attention to detail, organisation and administration skills. Previous experience in a Customer Services background, Call Centre or Retail would be extremely advantageous.

You will also need to be computer literate with excellent knowledge of PowerPoint, Word and Excel, as well as being highly literate and be able to communicate well an argument or case in written form.

Proven experience of achieving and exceeding targets set and have an understanding of K.P.I’s/K.P.O’s, as well as being highly numerate is also required.

A basic understanding of web and graphic design, eg Photoshop would be an advantage, along with a willingness to learn, as well as fluency in another European language, especially French, Spanish or German.

We offer an attractive salary for this position with hours up to 37.5 a week, Monday to Friday.

Interested in any of the above roles? Fill out the below form with your details and attach your CV. 

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