Retail Customer Service Advisor

The House of Bruar is an award-winning luxury retailer in Scotland, renowned for offering its customers a quintessential Scottish experience. We pride ourselves on providing a diverse range of high-quality products, from traditional Scottish clothing and homewares to local delicacies and fine foods.
This role is full-time, permanent and based on site at the House of Bruar (we currently do not offer any hybrid working options). Whilst the role is within office hours, a flexible approach to a working day may be required due to the needs of the business.
The successful candidate will be tenacious and highly organised with in-depth experience of providing a high level of CUSTOMER SERVICE.
Role and Responsibilities:
Shop Postage

• Typing letters to customers to enclose with purchased items.
• Producing Royal Mail/Parcel Force labels addressed to customers.
• Ensuring that all relevant paperwork is enclosed with the items to allow the Warehouse to package to the customer.

Customer Returns

• Logging all returns onto the Customer Service spreadsheet.
• Contacting customers to obtain credit card details for returns.
• Passing the items and all relevant details to the shop floor to allow for refunds and/or exchanges to be carried out quickly and efficiently.

Telephone

• Answering the telephone as per the Telephone Training policy for both internal and external calls.
• Attention to detail, ensuring that all appropriate information is captured.
• Clear communication between the Shop Floor, Mail Order Department and the Warehouse.

Computer Skills

• Outlook email to customers and suppliers.
• Working knowledge of Word and Excel.
• Ability to check product and supplier codes, stock levels and adjust stocking levels in Elucid, our in-house stock management system.

General Duties

• To provide Retail departments with shop floor cover and covering our Faulty department when necessary.
• To consistently provide the highest level of service to our colleagues and external contacts including visitors, suppliers and customers.
• To adhere at all times to all company and statutory rules, regulations and policies.
• To have a good knowledge of all Bruar facilities and to be able to answer customer queries in a quick and helpful manner.
• To work in a quick, accurate and diligent manner at all times ensuring the company’s stock and property is protected.
• To be security conscious in regard to company and customer property
• To act on the responsibilities detailed in the Health & Safety at Work Act 1974.
• To demonstrate a working knowledge of fire prevention and to follow the site fire evacuation plans on hearing the alarm.

Person Specification

• Polite, friendly and approachable manner.
• Organised and methodical worker.
• Ability to remain calm and cope well with a disgruntled customer.
• Can work on own initiative and as part of a larger team.

Rewards:

• Competitive salary.
• 28 days annual leave (increases with service).
• Career progression and learning and development opportunities.
• Temporary accommodation (subject to availability).

Please apply by email to recruitment@houseofbruar.com or in writing to The House of Bruar, By Blair Atholl, Perthshire, PH18 5TW, enclosing a copy of your CV and covering letter.