Address
Form of work
SalaryHouse of Commons
The House of Commons is a unique and exciting place to work right at the heart of the UK's thriving democratic system.
Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.
Staff Benefits
In addition to your salary, we offer an attractive range of benefits including:
- 30 days' annual leave (increasing to 35 days after first full leave year).
- Civil Service pension with an average employer contribution of 27%.
- Access to training and development.
- Flexible working.
- Interest free season ticket loan and bicycle loan.
Introduction
The House of Commons Retail Team is a dynamic and ambitious team with three gift shops across the Parliamentary Estate and an Online Shop with a warehouse in an offsite location.
Retail Services is part of the Customer Experience and Service Delivery team, with a remit of delivering an exceptional multichannel retail experience for Members and their staff, House staff, visitors to Parliament, and the public. This role is an exciting opportunity to join a creative and ambitious team in a non-traditional retail environment.
The Role
The purpose of this role is to lead the Online Shop's fulfilment operation and manage customer service across the business area.
Please note: The role will be based primarily at the shop's off-site warehouse facility in Acton, West London, though attendance is also required on the Parliamentary Estate in Westminster on a regular basis in order to oversee shop-floor operations when needed. This can include some Saturday working.
Some of the responsibilities for this role include:
- Ensure customer orders are dispatched quickly and efficiently whilst taking steps to keep errors, mispicks and breakages to a minimum.
- Monitor and report on product and packaging stock levels to minimise disruption to the workflow and prevent fulfilment bottlenecks.
- Work with the retail management team to maintain a web fulfilment rota and plan in additional resource for peak periods.
- Maintain the highest standards of customer service, responding to enquiries in a polite and professional manner and resolving issues promptly.
Skills and Experience
To be successful in this role you will demonstrate:
- Experience working in a warehouse environment, picking, packing and dispatching customer orders, whilst using an ecommerce platform/inventory control system to manage fulfilment workflows and deliver ongoing customer service.
- Ability to work calmly under pressure, delegating tasks effectively and providing leadership, guidance and feedback for team members.
- Calm and confident dealing with customers by telephone and email (as well as in person), with experience handling calls and resolving challenging enquiries in a retail environment.
- Excellent attention to detail, with the ability to prioritise and focus on multiple and varied important tasks - often in distracting environments.
- Ability to work successfully within a team, whilst upholding the values of equality, diversity and inclusion.
Next Steps and Additional Information
- Application Form - If you would like to apply for this role, please submit an application providing evidence against criteria 1-5 in the Job Description.
More information on the role and the full criteria can be found in the Job Description.
Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.
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