Overview
We have a fantastic opportunity to join the Retail Operations team, reporting to the Customer Service Team Leader. You will be responsible for the day to day liaison of the Online shop operation and for providing our ecommerce customers with excellent customer service, enabling Sue Ryder to provide more care for more people.
Responsibilities
* Ensuring customer service enquiries/complaints are responded to appropriately and to agreed service levels
* Deputising in Managers absence
* Supporting other teams in Retail Operations when required
* Deal directly with customers either by telephone or electronically
* Record keeping and feedback monitoring
Equality, Diversity and Inclusion
At Sue Ryder, we recognise that a diverse workforce allows us to provide the best care and support. We are committed to encouraging equity, diversity and inclusion among our workforce, and eliminating unlawful discrimination. We welcome applications from people from Black, Asian and Minority Ethnic communities, LGBTQ+ individuals, those from lower socio-economic backgrounds, and those living with disabilities. As a Disability Confident Committed employer, we\'re proud to support the 'Offer an Interview' scheme. This means we will offer an interview to all disabled applicants who best meet the minimum essential criteria for the role. We use inclusive recruitment practices including sharing interview themes or questions in advance, offering remote interviews where needed, and other accessibility support. If you require support to complete an application or participate fully in the interview process, please email recruitment@sueryder.org. Once in post you\'ll have access to staff and volunteer networks for LGBTQ+ colleagues, ethnic diversity and equity, people with disabilities, and women and non-binary individuals, plus an Inclusion Passport to record and carry your workplace adjustments.
Requirements
You will need excellent communication and attention to detail, and a passion for retail. You should have experience in customer service, preferably within an online/retail environment, with some knowledge of ecommerce. You will have the ability to communicate and engage confidently with customers and colleagues across Sue Ryder. The successful applicant will have excellent organisational skills and the flexibility to meet deadlines.
Minimum Essential Criteria
* Customer Service Experience
* Good IT skills (Microsoft Office or Equivalent)
* Good Communication Skills
* Organisational Skills
Desirable Criteria
* Knowledge of ecommerce activities, Ebay, Vinted
* Problem Solving
* Team Player
* Online Retail Customer Service
Location and Additional Details
Hybrid – Northampton
Hours: 25 hours per week over 5 days
Salary: £15,916.66 per annum, plus reward and benefit scheme
Benefits: Competitive Benefits Package - 27 days holiday rising to 33 with length of service plus bank holidays (pro rata if part-time) - Company pension scheme - Staff discount with thousands of retailers - Refer a Friend scheme - £250 payment - Enhanced maternity, paternity and adoption pay - Enhanced sick pay - Electric Vehicle Scheme - Healthcare Cash plan - Death in Service benefit - Staff discount of 10% on new goods online at shop.sueryder.org - Structured induction programme and learning and development opportunities - Access to Employee support programme - and lots more. Please visit our careers website for the full list.
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