CAREERS

Closing date will be 4th July.

About You

You are expected to be a proactive and approachable individual who understands the importance of upholding customer satisfaction. Your skill set should emphasise a background in customer service and admin, where you have effectively managed queries and complaints in a high-volume, fast-paced environment.

Job Role

As a member of the Customer Service team, your primary responsibility will be to effectively communicate with and satisfy the business’s customer base. This will involve managing customer expectations, addressing complaints and queries, as well as handling email correspondence and liaising with different departments. The position entails coordinating with various courier services. The Courier Claims Administrator is accountable for managing claims associated with lost, damaged, or delayed packages, interacting with couriers and customers to address issues, and maintaining precise documentation. Responsible for investigating claims, evaluating the circumstances, and proposing financial settlements or denials in accordance with company policies.

It is essential to adhere to established procedures, guidelines, and policies in order to prioritise and resolve customer issues.

• Using the company’s systems to facilitate a smooth communication process when dealing with customers, including delays or changes to delivery.
• Raising support tickets to enable tracking and resolution of customer requests
• Maintaining a database of customer information
• Escalating inquiries to the appropriate team, when necessary
• Maintaining thorough communication with customers during the investigation of orders.
• Resolving issues by identifying the cause, explaining the optimal solution, and implementing it within the system.
• Providing guidance to customers on exchange, refund, and delivery policies across all territories, including the US and EU.
• Ensuring compliance with data protection policies when handling customers’ confidential information.
• Coordinating with all departments to address queries, delays, and other issues that may impact
  customers.
• Liaising with all courier companies that offer shipping services, dealing with issues such as lost parcels and customs fees.

Expectations

• Ensuring ongoing communication with the head of department regarding daily/weekly tasks.
• Demonstrated capability to be proactive, particularly during pre-sale launches, live streams, etc.
• Anticipating any potential delays and addressing them proactively.
• The ability to maintain operations when other members of the department are on leave.
• Managing timelines for launches, delays, and coordinating with postal services.
• Establishing strong relationships with other territories to guarantee consistent and positive
  communication with customers.
• Full time position based within the Reading office.

Required Skills

• Strong organisational and admin skills.
• Excellent communication skills.
• Attention to detail.
• Problem-solving skills.
• Ability to multitask.
• Proficiency in relevant software

Benefits

• Wage Band 3 – Starting salary £27’000
• KPI’s / Bonus Structure
• Pension scheme – Matching contributions up to 6%
• Annual holiday allowance – Christmas period shutdown
• Cycle to work scheme
• Mental Health support system
• Longevity of service additions