GENERAL INFORMATION
JOB TITLE: Customer Service Administrator
DEPARTMENT: Mail Order
ROLE SUMMARY
To provide outstanding customer service and administrative support within the Mail Order department throughout the complete sales and aftersales journey. The role is responsible for handling customer enquiries across multiple communication channels, processing orders and payments, managing returns and warranty requests, maintaining operational records, and ensuring customers receive accurate product advice and timely resolutions. The post holder will contribute to sales growth, customer satisfaction, and the efficient operation of the Mail Order department.
REPORTING STRUCTURE
ROLE REPORTS TO (Title)
- Mail Order Manager
- Mail Order Deputy Manager
- Mail Order Team Leader
DIRECT & INDIRECT REPORTS (into this job role)
INTERNAL RELATIONSHIPS
- Mail Order Team
- Warehouse Teams
- Packing Team
- Purchasing Team
- Pre-owned Team
- Bespoke Team
- Retail Team
EXTERNAL RELATIONSHIPS
- Customers
- Manufacturers and Suppliers
- Shipping and Courier Providers
- Payment Service Providers
- eBay/ Loop Customer Support
KEY ACCOUNTABILITIES
- Deliver exceptional customer service via telephone, email, live chat and eBay.
- Provide accurate product information and sales support to customers.
- Process customer orders and payments accurately through company systems.
- Manage aftersales inquiries, complaints, returns, refunds and warranty requests.
- Review and approve returns through the Loop returns system.
- Assess faulty stock and coordinate manufacturer returns and repairs.
- Maintain accurate operational records and departmental logs.
- Manage eBay administration including order processing and dispute resolution.
- Support shipping and delivery inquiries and resolve missing parcel cases.
- Maintain agreed service level standards and response times.
- Ensure compliance with company procedures, policies and customer service standards.
- Contribute to efficient departmental operations through effective organisation and housekeeping.
KEY COMPETENCIES
- Customer Focus: Consistently delivers a high standard of service and seeks positive outcomes for customers.
- Communication: Communicates clearly, professionally and effectively through written and verbal channels.
- Attention to Detail: Maintains high levels of accuracy when processing orders, payments, returns and customer information.
- Organisation and Planning: Effectively prioritises workloads, manages multiple tasks and meets deadlines.
- Problem Solving: Identifies issues quickly and takes appropriate action to resolve customer and operational challenges.
- Teamwork:Works collaboratively with colleagues and supports wider departmental objectives.
- Initiative: Demonstrates a proactive approach and works independently when required.
- Resilience: Remains calm, professional and customer-focused when working under pressure.
- Accountability: Takes responsibility for own work and ensures tasks are completed accurately and efficiently.
QUALIFICATIONS, EXPERIENCE AND SKILLS
ESSENTIAL QUALIFICATIONS
- Good standard of general education including GCSEs (or equivalent) in English and Mathematics.
- Competent IT literacy including Microsoft Office applications and customer service systems.
DESIRABLE QUALIFICATIONS
- Business or Retail Related qualification.
EXPERIENCE
Essential
- Previous experience in a customer service or administrative role.
- Experience handling customer inquiries via telephone and email.
- Experience using computerised systems and databases.
Desirable
- Experience within a mail order, retail, e-commerce or distribution environment.
- Experience processing online orders and payments.
- Experience managing returns, refunds or warranty processes.
- Experience using Shopify, eBay, Stripe, PayPal or similar systems.
ESSENTIAL SKILLS
- Excellent verbal and written communication skills.
- Strong customer service and relationship-building skills.
- High level of accuracy and attention to detail.
- Good organisational and time management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Competent keyboard, data entry and administrative skills.
- Ability to follow procedures and instructions accurately.
- Problem-solving and decision-making skills.
- Ability to work independently and as part of a team.
- Proficiency in using customer service, order processing and payment systems.
- Ability to maintain confidentiality and professionalism.
- Flexible and adaptable approach to changing business needs.
Pay: From £12.21 per hour
Benefits:
- Canteen
- Casual dress
- Company events
- Free parking
- On-site parking
Work Location: In person
