Click and Collect Order Support Assistant in Paisley

Click and Collect Order Support Assistant

Customer Service · Order Collection · Remote
Full-time or part-time · £53,500–£57,000 per year for full-time work, part-time pro rata

A customer who chooses collection needs to know which site holds the order and whether it is ready. This role answers routine click and collect enquiries using the confirmed status in the online order system. You may send approved collection instructions, check a reference and route a change request. You would not mark stock ready before the site confirms it, change the collection location without approval or hand an order to anyone in person; the work is remote.

Status before instructions

The stages “ordered”, “allocated”, “arrived at site” and “ready for collection” can mean different things. The employer will teach its terms. Check the actual record before telling the customer to travel. If an item is split across two locations or only part of an order is ready, explain the confirmed position from the approved guidance and ask the site team about unclear details. A ready message should contain the right site, order reference and current collection information, not an old set of opening hours copied from an earlier email.

A customer may ask someone else to collect the purchase. Follow the employer’s identity and authorisation process; do not tell them that a name in an email is enough without checking the rule. If a customer cannot make the collection window, record the request and refer any extension to the team authorised to grant it. You can give published opening hours when they are current, but cannot promise that an order will be held indefinitely.

A useful case record

Keep the purchaser’s question connected to the right order and note which site supplied the status. An internal update may arrive after you have drafted a reply; recheck before sending it. If the customer reports that the site could not find the parcel, capture what happened and route it to the order owner rather than repeating “ready for collection” from a stale screen. An office administration note should help the next colleague see the discrepancy and the action already taken.

This is customer service that crosses an online system and a physical site. You do not need to work at the collection counter. Clear writing and accurate status checks matter more than speed alone. The role can include answering email, preparing ready notices and following up when a collection query has been passed to a store or depot. A private home office and stable connection help you keep two similar orders separate.

Common activities

• Find the correct collection order using approved identifiers.
• Check the current site and readiness status.
• Send the approved collection message only when readiness is confirmed.
• Ask the site team about a mismatch or missing item.
• Note a third-party collection request for the authorised process.
• Record a customer’s request for more time without granting it yourself.
• Connect a failed collection report to the existing order.
• Update the case after an actual reply from the site team.

Previous retail or customer support work is an advantage, not a requirement. The employer will train you on its order stages and site communications. The annual salary range applies to full-time work and will be adjusted if a part-time arrangement is offered. The hiring company will confirm its exact schedule for the opening.

If an item is ready but the collection site is temporarily closed, the customer needs an approved update that reflects both facts. Do not send the ordinary ready notice without checking the current site information. A colleague may also report that a collection was completed while the online customer record still says ready. Flag the mismatch and update only the fields assigned to you. Accurate statuses prevent an unnecessary reminder and help the next support person answer a question about the order without assuming that it remains on a shelf.