This role is a Part-Time, in person role. We can offer flexibility around hours, but would need someone to work between 20-25 hours per week & those hours must fall between 8:00 am and 4:00 pm.
However within that, the employee can determine what they would like their hours to be.
Job Purpose
The Mattress Repair Administrator is responsible for coordinating the end-to-end mattress repair process, ensuring excellent customer service, accurate administration, and effective communication between customers, the repairs team, suppliers, and other departments. The role is key to maintaining customer satisfaction by ensuring repairs, collections, deliveries, and billing are managed efficiently and accurately.
Key Responsibilities
- Provide excellent customer service via telephone and email.
- Support customers with repair enquiries, issues, and queries.
- Follow customer queries through to a successful resolution.
- Manage the mattress repair email inbox and voicemail messages.
Repair Administration
- Accurately input customer repair information into company systems.
- Prepare accurate repair quotations.
- Maintain an up-to-date log of repairs and collections.
- Ensure all repair documentation is scanned and filed correctly.
- Use company computer systems in accordance with Standard Operating Procedures (SOPs).
Coordination & Planning
- Assist with the delegation and prioritisation of repair work to meet customer expectations.
- Liaise with the repairs team to monitor job progress and provide customer updates.
- Coordinate outgoing goods, customer returns, and collections.
- Produce accurate collection paperwork and delivery labels.
- Liaise with customers regarding failed collections, maintain records, and ensure issues are resolved.
Purchasing & Stock Control
- Obtain and manage purchase orders where required.
- Ensure customer asset records contain accurate stock information.
- Support other departments by providing parts information when required.
Billing & Finance
- Complete daily billing accurately and on time.
- Process reactive job billing.
- Raise Sage orders for parts.
Cross-Department Support
- Work proactively with other departments to resolve customer issues.
- Provide support to colleagues and other departments as business needs require.
Key Skills & Experience
- Excellent customer service and communication skills.
- Strong organisational and administrative abilities.
- High level of accuracy and attention to detail.
- Ability to prioritise workload and manage multiple tasks simultaneously.
- Good problem-solving skills and a proactive approach.
- Competent in Microsoft Office and company computer systems (experience with Sage is desirable).
- Ability to work effectively as part of a team and build positive relationships across departments.
Personal Attributes
- Professional and courteous manner.
- Reliable and dependable.
- Self-motivated with a positive attitude.
- Calm under pressure and able to meet deadlines.
- Strong commitment to delivering excellent customer service.
- Flexible and willing to support the wider business where required.
Pay: £13.17 per hour
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
Application question(s):
- Please confirm that you are aware that this is a PART TIME role between 20-25 hours per week.
Work Location: In person
