Job Description

Action all customer returns within our return manager system in a timely manner, flag any common themes or issues to the senior manager.

Action any financial returns via PDQ, tally all receipts at the end of the day and reconcile them.

Manage the customer opt out of post/ print, including a weekly review of the opt out spreadsheet to validate the process is being followed.

• Support with several administration tasks as set out by your manager.
• Promptly response to ad hoc queries from the customer service agents.
• Gather feedback on your processes and share any opportunities to improve the process.
• Liaise with our carriers to identify where parcels are in our network, also build relationships and key contacts with the whs to help to expediate queries.

What’s in it for you?

• Competitive salary and benefits package
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme

Required Knowledge, Skills, and Abilities

Experience in administration task. Good IT Skills – Outlook, Word, Excel, Internet Browsers. Strong written skills - good tone, concise, accurate spelling and grammar. Passionate about and take pride in providing the very best customer service. Enjoy working in a fast-paced environment, can think on your feet and able to multitask. Get stuck in, solve problems and have a can-do attitude. Remain calm in difficult situations and love working as part of a team. Analytical skills with the ability to resolve problems or discrepancies within a customer order. Customer-Centric outlook. Effectively priorities and organize work, switching between tasks with ease. Understanding the impacts and responsibilities within the business of completing time critical tasks. Noticing and ensuring fraud is highlighted. Ensuring refunds are processed and finances balanced. Target driven to ensure all tasks set are met or exceeded. Strong communication skills to articulate your findings as you will be liaising with management & colleagues. Confident use of telephony software and Literacy skills, as you will be communicating with customers through to a resolution via phone, email or our internal system.