Customer Care Coordinator

Established in 1969, The Original Factory Shop brings big brands at bargain prices to Britain’s local high streets. We source “must buy” quality ranges at unbelievable prices, bringing out the bargain lover in everyone so we can satisfy our customers. With stores nationwide, we bring our customers big brands up to 70% off across multiple departments including fashion, beauty, home & more. High street cut price labels were how we started the business (with our first store in Keighley) and still form a part of our range today.

We currently have an exciting opportunity for a Customer Care Coordinator in our Central Operations team. This role will be to support our busy Central Operations team with administration and coordinating our customer care delivery..

This job role is a 25 hour with working hours 11.30 - 5pm Monday - Friday

What you will be doing:

• Manage all customer care queries via telephone, email and post.

• Develop and maintain the Customer Service processes to ensure customer satisfaction

• Provide insight and relevant action plans to key stakeholders with the aim to improve customer service within the company

• Develop and deliver a reporting processes for all customer contacts

• Continually develop the Customer Care feedback process ensuring relevant stakeholders are kept up to date.

• Liaise with internal colleague to solve customer issues.

• Log and document customer issues in order to find common themes

• Listen, advice and produce a resolution to customer complaints

• Investigate customer complaints in order to ensure the correct outcome

• Work closely with the Regional Managers to deliver the best possible customer service.

• Ensure the Customer is at the heart of all decisions.

• Advise and communicate with stores on all operational queries.

• Monitor store alarms, investigate out of hours working were necessary

• Manage central ops calls and emails etc.

• Follow up on Store with errors / discrepancies with cashing up, missing pallets and stockfile requests

• Provide constant administration support to the Central Operations team

• Provide constant administration support to the Central Operations team

Requirements for the role:

• Retail experience
• Customer service experience
• High level of attention to detail
• Strong communication and administration skills
• Experience in a retail operations role preferred
• Commercial awareness
• Strong IT skill set

Benefits of The Original Factory Shop:

• 33 days holiday including Bank Holidays
• Day off on your Birthday
• Hybrid working in our Support Centre
• Colleague discount from your first week
• Employee Assistance Programme
• Free life insurance

Please click Apply to start your application.

For more information about The Original Factory Shop, please go to our website at: www.tofscareers.com

The Original Factory Shop is committed to equal opportunities and it welcomes applications from all who believe they fit the essential requirements of the job.