Retail Customer Service Assistant

Rate: £15.50 per hour

Starting date: 18th November 2024

Contract Duration: Until the end of January

Location: Leavesden, London, UK

Working model: On-site

The goal of this job is to maximize customer satisfaction for the HP Shop, through providing world-class service, implementation of the highest administration standards, and effective communication. To achieve this, our ideal candidate will reflect our values and be able to demonstrate skills such as:

Empower Story-telling

• Responding to telephone, email, and mail inquiries for the Harry Potter shop, both store retail and our retail and E-commerce operations.
• Representing brand standards in all communication with our customers.

Act as a one-team

• Notify the wider team on lapses and errors discovered from customer inquiries, to prevent reoccurrences.
• Ensuring administrative work is accurate and up to date.
• Participate in cover of the Customer Services Team Studio Tour Group as necessary including weekends, bank holidays, school holidays, and late evening cover in rotation with other team members.

Dream it, own it

• Administration of returns and exchanges in a timely manner.
• Administration of replacement items for orders that arrived incorrectly or not fulfilled.
• Adhering to all H&S policies and procedures to ensure a safe environment.
• Resolve and identify potential out-of-stock issues and communicate back to line manager, buyers, and colleagues.
• Work with shipping companies and their account managers, to provide high levels of service for our customers.
• Maintain effective relationships and liaise with other departments within the business to minimize warehouse issues and gain updated product knowledge.
• To carry out any other duties that may reasonably be required in line with your main duties.

To exceed expectations, our preferred candidate will have:

Relevant Previous Work Experience

• Experience Administrative or customer service role in a retail environment (or the tourism, leisure, or heritage industry).
• Experience having worked in an environment where high emphasis is placed on service, product presentation, and customer satisfaction.
• Working with Point of Sales systems and/or Stock Management systems.
• Working with a CRM system

Skills Required

• Highest levels of customer service.
• Problem-solving and decision-making across all areas daily.
• Engages effectively with customers & staff.
• Communicates in a timely & effective manner.
• IT literate.
• Well organized and focused.
• Able to prioritize workload and manage change in an environment that never stands still.
• Work as part of a team with a flexible and caring approach.

Education/Qualifications

• Educated to a minimum of A' level standard or equivalent vocational qualification.
• Full use of Microsoft Office Suite would be advantageous.

Working pattern and duty management:

This role is Full time (40 hours a week), working shifts. Due to the varied nature of retail and a visitor attraction, regular weekend and evening work will be required, across a seven-day rota. Because we never stand still, a high level of flexibility is required to suit the needs of the business. This can include working public & bank holidays, school holidays, and late evenings, in rotation with other team members.