Cass Art, Newark‑On‑Trent, England, United Kingdom
Customer Service Administrator
Based on our Newark offices and reporting to the Customer Services Manager, in this role you will support driving sales through bespoke service and sales opportunities within the Customer Service department. You will support the larger team in handling all customer and membership enquiries and help to resolve all matters with ease and speed, ensuring that the company manifesto is kept at the heart of all you do.
Hours: Monday to Friday 9:00 – 17:00
Key Accountabilities & Responsibilities
* Support and advise customers when using our web, retail platforms and online content.
* Promote our membership and services to customers while updating and maintaining membership records.
* Collaborate with the Customer Services Manager to maintain and develop relationships with key customers across all channels (E‑commerce, membership, and stores) including orders, processing, and account administration.
* Contact customers via phone and email to support retail orders and membership queries, outbound sales calls to prospective members, membership cancellations, renewals and payments.
* Build rapport with customers to drive retention, acquisition and sales; actively cross‑sell by promoting our membership, services and loyalty schemes.
* Collect and collate member feedback to improve services.
* Work with Marketing/CRM teams to assess customer retention and identify opportunities to engage customers and boost sales.
* Develop a close working relationship with Store Managers to understand sales opportunities in their catchment areas.
* Provide feedback and insights to relevant Head Office departments on key learnings and recommend product and service improvements.
* Use technical solutions and platforms such as FreshDesk, CMS, and Google Sheets to address all issues.
Desired Knowledge, Skills & Experience
* Minimum 1 year of customer service experience.
* Intermediate‑advanced knowledge of MS Office and proficiency with database‑related systems.
* Fluency in written and spoken English (essential) with a great telephone manner and numerical skills.
* Strong understanding of customer service expectations.
* Ability to engage and work well with diverse teams.
* Excellent forward planning and time‑management skills.
* Strong communication and negotiation skills.
* Passion for our products and brand.
* Professional, focused and credible.
* Flexible, reliable, and tolerant.
* Self‑driven and results‑oriented.
* Energy, enthusiasm and passion.
Seniority level
Entry level
Employment type
Full‑time
Job function
Customer Service
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