Customer Services Administrator

Role Profile - Customer Service Administrator

Garden Trading is an online home ware and garden retailer. Operating since 1994, it takes inspiration from the British countryside and city lifestyle trends, to develop products for consumers and some of the world's leading retailers.

With an impressive multi-departmental team, it services both the B2B and B2C markets, online and in over 1000 stores across the UK and Europe.

Find out more at gardentrading.co.uk.

Garden Trading is part of the TIM Group Holdings Investment Portfolio.

Reports to:

Customer Service Manager

Summary:

This role is responsible for always delivering an exceptional level of Customer Service, to support the delivery of the overall company plan.

The role requires an enthusiastic, professional, and passionate individual, with experience within a Customer Service role, who understands and demonstrates a ‘customer first’ approach.

Responsibilities

Customer Service

• Deliver exceptional Customer Service which promotes and supports our brand values and always maintains our ‘human touch’
• Put the customer at the heart of any decision-making
• Work closely with our Sales and Warehouse team to understand our customer’s needs, and highlight to the Customer Service Manager where improvements are needed
• Work closely with the Product, Supply, Sales and Warehouse teams to ensure the end-to-end supply chain is efficient and effective

Phone & Admin Support

• Ensure customer service inbox queries and live chats are answered quickly and effectively with the aim of first-time resolution
• Ensure voicemails are checked and responded to meet KPIs
• First point of contact for inbound phone calls
• Maintain knowledge of products to support quality conversations with our customers
• Work with credit control and inbound stock management to ensure orders are fulfilled where possible.
• Always ensure appropriate customer notes are made and follow-up with the customer as and when required.
• Ownership of online marketplace portals, being responsible for order imports, customer communications and returns

Incident Follow-Up

• Liaise with the warehouse team to resolve failed dispatches, picking errors etc.
• Log all incidents on the relevant trackers
• Liaise with hauliers when delivery issues arise when appropriate to do so
• Follow-up any product issues with the supply team, to ensure rapid resolution and stop future recurrences

Key Skills & Experience

• Experience in a Customer Service role
• Comfortable with using multiple IT systems with the ability to multi-task
• High levels of accuracy and attention to detail
• Resilient, calm, and confident individual who thrives in a fast-paced environment with high expectations
• Positive, ‘can-do’ attitude
• Ability to problem solve effectively
• Driven and ambitious

Job Types: Full-time, Part-time

Salary: £18,000.00-£22,500.00 per year

Benefits:

• Company pension
• Employee discount
• Flexitime
• Free parking
• On-site parking

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Swindon: reliably commute or plan to relocate before starting work (preferred)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: In person

Reference ID: Customer Services Agent 1023