Location: Remote (Scotland-based)
Working Hours: 37.5 hours per week | Monday – Friday, 9:00 AM – 5:30 PM
Salary: £28,000-£32,000 per annum (depending on experience)
About Avocado55
Avocado55 is an independent, Scottish customer experience advisory, delivery, and services business powered by expert industry professionals. We support leading organisations in designing, delivering, and operating world-class, industry-defining customer services across high-growth sectors, including luxury drinks & distilling, fintech, travel, retail, and healthcare.
At Avocado55, we never overlook individual effort. We recruit high-calibre advisors with outstanding customer service backgrounds—people who consistently go above and beyond. Joining our team offers high autonomy, continuous learning, flexible working, and the opportunity to make a tangible impact on a growing business.
The Role
Avocado55 is looking to bring on board an experienced Customer Service Advisor who has delivered outstanding customer / consumer service and is also analytical, highly articulate, who is ambitious and loves working in a high-performing team.
The role will support a new Avocado55 venture, The Spirit Co-op.
In this role, you will represent Avocado55 as an authentic brand ambassador for a portfolio of prestigious, high-end Scottish malt whisky brands. You will act as the first point of contact across all customer touchpoints, delivering a caring, highly tailored, and seamless experience. Balancing exceptional process accuracy with genuine warmth and empathy, you will turn standard enquiries into memorable brand interactions and long-term customer loyalty.
Key Responsibilities
- Brand Representation: Serve as an enthusiastic ambassador knowledgeable in brand culture and history, product heritage, and craftsmanship, sharing distillery stories to engage customers.
- Omnichannel Communication: Manage inbound and outbound interactions across telephone, email, web forms, live chat, and social media direct messages with impeccable grammar and tone of voice.
- Bespoke Support: Facilitate end-to-end luxury services, including booking tours, offering tailored recommendations, and managing after-sales support.
- Sales & KPI Delivery: Meet or exceed individual targets, conversions, and service level agreements (SLAs) through proactive, value-add customer engagements.
- Query Resolution & Case Management: Take end-to-end ownership of customer enquiries, triaging complex queries, using knowledge bases, and logging precise records in our CRM/case management system.
- Stakeholder Collaboration: Work alongside senior team members, brand managers, and external stakeholders to share customer insights, resolve escalated issues, and continuously refine processes.
Person Specification
Experience & Skills
- Solid background in luxury retail, high-end customer service, hospitality, or clienteling environments.
- Exceptional written and spoken English, capable of communicating at a high standard with precision, warmth, attention to detail, and brand-aligned tone.
- Comfortable working towards sales targets, conversions, and key performance Indicators (KPIs) while maintaining an uncompromised commitment to service quality.
- Proficient with CRM/case management systems, omnichannel contact tech, and productivity tools (MS Office or Google Workspace).
Personal Attributes
- Eager to master complex product ranges, brand histories, and operational processes.
- Possess a can-do attitude, natural initiative, and an interest in sharing innovative ideas to improve team performance.
- Excellent listening skills with the ability to remain calm, composed, and patient under pressure.
- A natural relationship-builder who thrives both independently and as part of a connected team.
Formal Education
Five National 5s (Grades A–C) or equivalent, including English and Maths. (Relevant hands-on experience and demonstrated communication standards are valued above formal qualifications).
Remote Working & Operational Requirements
Because this is a fully remote role (with occasional pre-planned travel/site visits), self-motivation and a well-structured home environment are essential.
Location: Must be based in Scotland.
Workspace: A dedicated, quiet, and secure home office with a proper desk, ergonomic seating, natural light, and zero household distractions or shared communal access.
Connectivity: A stable broadband connection with minimum speeds of 10Mbps Download and 4Mbps Upload.
Equipment: Avocado55 will provide all required IT hardware, tailored to your workstation needs.
What We Offer
- £28,000 – £32,000 per annum.
- 25 days paid holiday per year + public/bank holidays.
- Comprehensive onboarding, brand-specific training, and ongoing personal development paths.
- Pension scheme, Employee Assistance Program (EAP), and Death in Service coverage.
- Fully remote structure supporting work-life balance.
To apply, please email recruitment@avocado55.com with your name, CV, and a short note outlining your suitability for the role.
