Retail Support Advisor

About the role...

As a Retail Support Advisor, you will be the single point of contact for both Retail and CSC (Customer Support Centre) from within the Distribution Centre.

You will review and recommend channels of communication that are accessible by all functions with the ability to record and report on all communication flows.

You will offer a service that is convenient, informative and most importantly proactive. You will become the ‘go to’ person for all queries into the business, owning the responsibility of response in a timely fashion.

We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Your Impact and Responsibilities…

• Working towards agreed SLA’s enabling open and honest communication to stores/CSC (head office).
• Proactively communicating with stores/CSC in a polite, courteous and timely manner.
• Take ownership of issues and follow through to resolution.
• Handling complaints from major incidents to delayed or failed deliveries within the agreed SLA timeframe.
• Working with the DC team to understand daily schedules to allow for stores to be notified.
• Developing feedback or complaints procedures for stores to use.
• Improving customer service procedures, policies and standards.
• Export Admin including the following:
• Managing sailings for shipping to and from NI & ROI.
• Customs clearance documentation, creating GMRs, PBNs etc.
• Updating the customs trackers, recording sailing references, GMRs, PBNs etc.
• Communicating with third parties in the Republic of Ireland and Northern Ireland in relation to the above duties.
• Updating the network on any shipping delays.

Skills and Knowledge…

• Basic knowledge of retail/logistics operations
• Good working knowledge of Microsoft Excel
• Understanding of customer experience and its role within a business
• Able to analyse large amounts of data
• Excellent attention to detail and organisational skills
• Good problem solver and strong communicator
• Ability to work within a fast-paced environment 
• Experience with customs/shipping would be desirable but not essential
• Interdepartmental communication is essential within this role

Why choose us?

• Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
• Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
• Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
• Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
• Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family’s needs.
• My Staff Shop: Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
• Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
• Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
• Holiday Allowance: Start with 28 days (inc b/h) leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
• Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.