Work With Us

As the UK’s top online retailer of yoga-related products, Yogamatters is an exciting and inspirational place to work. The Yogamatters team brings a wide range of wonderful products to fabulous yogis all over the world and is delighted to support ordinary individuals like you and me in their extraordinary journey towards health and wellness.

Yogamatters’ head office is based in North London, UK and is the home for our Buying, Finance, Marketing and Customer Service departments. Everyone at Yogamatters works together to create a fantastic team dedicated to delivering a reliable, exceptional level of quality and customer service.

We recognise that our customers have come to expect the highest standards from Yogamatters over the years and we’re committed to growing and expanding in all areas of our business to maintain our established reputation in the yoga world.

We’re therefore always on the lookout for the perfect people to join our team. If you have an interest in health and wellness and are highly motivated and experienced in any of the above listed areas, we’d love to hear from you.

If you are interested in joining our team, please send us your CV with a covering letter outlining any relevant experience to hr@yogamatters.com.

We look forward to hearing from you. 

The Yogamatters Team

  


Multi Channel – Customer Service Advisor

This role is required to help ensure Yogamatters achieve its core objectives by addressing all customer related enquiries and complaints both efficiently and promptly.

The successful candidate will fulfil all channel sales enquiries and provide a first class customer service and aftersales care to do what is most important to us – retain customers by servicing them to the highest standard.  You will be essential to a mixed full time / part-time retail team; working for a leading UK Yoga brand.

This is a varied role and it is essential that the right candidate can build relationships internally and externally, and be proactive in ensuring the Yogamatters customer gets what they need. There will be plenty of opportunity for the right candidate to step up and work closely with the wider Ecommerce team in taking responsibility for the team’s operation during defined periods.

The right candidate is a mindful-individual, able to function at a high level when under-pressure.  You are a self-starter with a positive attitude, and passion for retail. This is not a role for the faint of heart; it’s for a strong and calm warrior. AND, of course a warrior who loves yoga and wellbeing.

KEY RESPONSIBILITIES:

  • Act as the ultimate ambassador for Yogamatters and adhere to the customer service processes and policies and carry out all key tasks as required
  • Deliver high levels of customer service - exceed customer expectations at all times and provide the best experience possible. Even when, especially when, there are barriers such as technology issues, systems, and processes. 
  • Managing large amounts of incoming calls and emails in a timely manner and in their entirety.
  • Maximise sales opportunities and assist customer to place orders over the phone and ensure a professional and engaging manner at all times.
  • Dealing with various queries regarding customer orders as well as their online and general yoga experience via the following channels: Phone, Email, Social Media and Live Chat.
  • Advising on products to provide accurate, valid and complete information.
  • Dealing with customer returns and making decisions right for the customer and the business.
  • Operating an online till to issue Gift Cards, VAT order refunds, exchanges and refunds.
  • Running fraud checks for Web orders.
  • Ensuring that data protection policies are followed and payments are dealt with securely.
  • Respond to and resolve all customer enquiries in a professional and effective manner within KPIs. Liaise with all internal and external department and partners to ensure a consistent and seamless Customer experience.
  • Work effectively with regional offices (warehouse/external agencies) and internal team to ensure all customer orders are fulfilled for all customer types.
  • Handle complaints in a patient, calm and effective way and asking for help where necessary.
  • Record all customer feedback and contacts in a timely and accurate manner.
  • Foster and maintain excellent relations with all teams.
  • Work closely with buying team and stock controllers (warehouse partner) to source stock for customers and using the stock system proficiently.
  • Reach out to customers with aftercare calls as directed to assist with customer retention projects and build a rapport with existing customers.
  • Respond to positive and negative feedback from customers in the Yogamatters tone of voice.
  • Keep a structured waiting list for customers interested in out of stock items and keeping those customers informed on availability.
  • Provide personal and tailored customer service, and sales advice to VIP customers.
  • Maintain expert knowledge of products. 

KNOWLEDGE, SKILLS AND EXPERIENCE:

  • Proven track record in Customer Service/Care role, including complaints handling, is essential.
  • Able to understand the wide variety of customer experience and put customers' needs at the heart of every decision.
  • Can consistently cope with demanding customers.
  • Strong focus on delivering an exceptional customer experience.
  • Excellent written and spoken communication skills in English.
  • A professional and engaging telephone manner.
  • The ability to work under pressure and handle challenging situations.
  • Alternative language skills advantageous.
  • Able to provide examples of building relationships with customers and demonstrate an appreciation of the importance of customer service.
  • Yoga / Health & Wellbeing retail knowledge and experience preferred.
  • Demonstrate a passion for the Yogamatters brand.
  • Flexible, positive attitude and able to use initiative.
  • Confident with all Microsoft packages.
  • Knowledge of using Zendesk
  • Strong attention to detail and time management skills.
  • Have a sense of urgency and ability to deal swiftly with changing needs.
  • A flexible working attitude at all times.
  • Positive, ‘can do it/will do it and get it done’ attitude. 

DESIREABLE:

  • Experience working in Retail and Ecommerce environment in similar Customer Care role
  • Creative skills (i.e writing, photography, graphic design etc)
  • Qualified Yoga Teacher, or trainee Yoga Teacher
  • Yoga practitioner
  • Been on a long yoga journey with a yoga story to tell; in other words you embrace yoga and the benefits yoga offers

Location: Yogamatters Head office – North London

Salary: Excellent Salary plus Benefits

Department:  Marketing

Business Area: Retail Management

Reports to: TBC

Monday - Friday

Hours: 2 roles at 5 days, 40 hours per week

Hours: 2 roles at 3 days, 25 hours (flexible)

Hours: 2 roles, minimum 12 hours a week

Benefits Package: TBC

Application deadline: Open

Interview date: On-going

Start date: ASAP

To apply for this position, please email your CV & covering letter with the position you are applying for in the subject title, telling us why you’re the right person for the role to: hr@yogamatters.com

Due to the high volume of applications we receive, we will only be able to contact candidates who are shortlisted for interview. We will contact successful candidates for interview after the closing date for applications.  


Internships (1 month - 12 months)

We’re also on the lookout for 2 interns; one to join our marketing team and one to join our buying team. If you come from a business, marketing, branding or fashion background, this is a great opportunity for bright, sparky and ambitious individuals to gain experience in a thriving online retailer.


Graphic Designer / Illustrator (Part-time / Freelance)

  • Application deadline:  Open
  • Interview date: TBC
  • Start date: TBC