Customer Service & Administration Assistant
About Us
Founded in 1905, Stollers is a fifth-generation family-run furniture store located in South Cumbria and one of the largest independent furniture retailers in the UK. We pride ourselves on the strong relationships we have built with our customers over the years, always striving to deliver the highest levels of customer service and satisfaction.
The Role
We are looking for an experienced, organised and customer-focused Customer Service & Administration Assistant to join our team.
This is a varied role, combining excellent customer service with office administration. The successful candidate will play a key role in supporting the smooth day-to-day running of our After Sales department by managing customer enquiries, coordinating repairs and replacements, maintaining accurate records, and carrying out a variety of administrative tasks.
Previous experience handling customer enquiries over the telephone is essential. You'll be confident speaking with customers, remaining calm under pressure and communicating professionally to resolve issues efficiently.
Working Hours
- Part-time – 22.5 hours per week
- 3 days per week
- 1 in 6 Saturdays (subject to change)
- A flexible day off during the week will be provided when working a Saturday.
Key Skills
- Excellent communication skills, both written and verbal.
- Friendly, professional and confident when dealing with customers.
- Strong organisational and time management skills.
- Excellent attention to detail with accurate note-taking and record keeping.
- Good IT skills and confidence using computer systems.
- A willingness to learn new systems and processes.
- Ability to work independently whilst contributing positively within a small team.
- Strong problem-solving skills and the ability to remain calm under pressure.
- A proactive attitude with a willingness to support the wider business when required.
Key Responsibilities
- Handle customer enquiries professionally by telephone, email, written correspondence and face-to-face, always aiming to deliver the highest level of customer satisfaction.
- Resolve customer issues fairly and professionally in accordance with the Consumer Rights Act 2015 and company policies.
- Maintain accurate customer records, notes and documentation.
- Process customer paperwork, supplier correspondence and general administrative tasks efficiently.
- Liaise with manufacturers, suppliers and our in-house technicians to organise repairs, replacement parts and service visits.
- Coordinate and monitor customer cases from initial enquiry through to resolution.
- Update internal systems with customer information and progress notes.
- Carry out general office administration to support the efficient running of the department.
- Assist with filing, record keeping and maintaining accurate departmental documentation.
- Support other departments with administrative duties when required.
- As part of a small, supportive team, there will also be occasions where you'll assist Reception by answering the main telephone line, processing customer payments and helping with general office administration. Full training will be provided.
Salary
- Starting rate: £13.00 per hour
- Salary will be reviewed upon successful completion of the training period, with the opportunity for an increase based on performance, competence and contribution to the role.
Why Join Stollers?
Join a friendly, fifth-generation family business where every team member is valued. We pride ourselves on creating a supportive working environment and recognise those who work hard and contribute to the success of the business.
This role offers the opportunity to develop your skills in both customer service and business administration. We welcome new ideas and are always looking for better ways of working, so you'll have the chance to contribute to improving our processes and helping us deliver an exceptional customer experience.
If you're organised, enjoy helping people, thrive in a busy office environment and take pride in delivering excellent customer service, we'd love to hear from you.
Pay: From £13.00 per hour
Benefits:
Experience:
- customer service: 1 year (preferred)
Work Location: In person
