Company Overview
A.L.O.B. Ltd is a leading retailer of own brand Sports Equipment & Games, trading under three specialist brands: Ram Rugby, Ram Cricket, and Uber Games. More than just products, we create experiences that unite people through sport and play.
Our Brands:
Ram Rugby (www.ramrugby.co.uk) & Ram Cricket (www.ramcricket.co.uk)
For over 25 years Ram Rugby & Ram Cricket has supplied 1,000s of clubs, schools, universities and corporates each year with a wide range of high quality rugby equipment and apparel. In recent years we have experienced significant growth direct to consumer via our website and marketplaces such as Amazon and Decathlon.
Uber Games (www.ubergames.co.uk)
Passionate about premium, handcrafted games for over 20 years, Uber Games offers garden classics like Giant Chess & Croquet alongside high-quality indoor games such as Carrom and Backgammon. High-quality, handcrafted games designed for both fun and competition.
We are looking for a proactive and customer-focused Customer Service Executive to deliver excellent service across our three brands – Ram Rugby, Ram Cricket and Uber Games.
As the first point of contact for our customers, you will take ownership of enquiries from initial contact through to resolution across phone, email and live chat. You will also work closely with our Sales, Operations and 3PL warehouse teams to resolve issues quickly and identify opportunities to improve the overall customer experience.
Customer Service
· Manage customer enquiries across phone, email and live chat, providing friendly, accurate and timely support.
· Take ownership of queries through to resolution, including orders, products, deliveries, returns, refunds and replacements.
· Manage customer expectations and escalate more complex issues when required.
Orders, Returns & Deliveries
· Liaise with our 3PL warehouse and courier partners to resolve delivery, fulfilment and stock issues.
· Manage returns, replacements, refunds and courier claims, ensuring accurate records are maintained.
· Liaise with suppliers and update customers on pre-order and incoming stock enquiries.
Reporting & Improvement
· Accurately record customer interactions and issues within our systems.
· Monitor recurring problems and customer feedback to help identify root causes and service improvements.
· Work towards agreed service KPIs including response times, resolution rates and customer satisfaction.
Wider Team
· Monitor and respond appropriately to customer enquiries through online and social channels.
· Work closely with Sales and Operations to ensure customers receive a consistent service.
· Provide support across the wider business during busy periods when required.
· Excellent written and verbal communication skills with a friendly and professional approach.
· A natural problem solver who takes ownership rather than simply passing issues on.
· Strong organisational skills with the ability to manage a high volume of enquiries and competing priorities.
· Confident using CRM/customer service systems, Microsoft Office and other digital platforms.
· High attention to detail and accurate record keeping.
· Comfortable working in a fast-paced e-commerce environment and as part of a small team.
· Previous experience in e-commerce, retail or customer service.
· Experience using a CRM or customer service ticketing platform.
· Strong A-Level results or Graduate.
· Able to commute to our Surrey office.
We are looking for someone who is:
· Customer focused – always looking for the best practical outcome for the customer and business.
· Accountable – takes ownership of an issue through to resolution.
· Proactive – identifies problems and acts rather than waiting to be asked.
· Commercially aware – understands the impact of refunds, replacements, delivery failures and other service decisions.
· Positive and personable – communicates confidently with customers, colleagues and external partners.
· Desirable to have an interest in sport and games, particularly Rugby and Cricket.
Reporting To: Head of Operations
Location: Office based & Hybrid Working (available post probation).
Hours: Full Time
Pay: £27,000.00-£32,000.00 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
Ability to commute/relocate:
- Send GU23 7EF: reliably commute or plan to relocate before starting work (required)
Education:
Experience:
- Customer Service : 1 year (required)
Work Location: Hybrid remote in Send GU23 7EF
