Customer Sales Advisor - Dyslexia Action Shop in Canterbury

Are you a customer service pro with a passion for helping people? Ever wanted to know how e-commerce worked? Have you ever wanted to set up an online shop business? Come and help us run our £1m turnover shop based in Canterbury selling materials to help professionals work with young people with SEND. The Dyslexia Action Shop is part of Real Group, a purpose-driven organisation dedicated to promoting inclusive education. At Real Group, our core values guide everything we do. You'll be part of a supportive, mission-led team committed to making a meaningful difference in the lives of learners and educators. We offer flexibility for this to be a full-time or part-time position, depending on your availability.

About the role:

• To provide direct, effective, and efficient customer service and sales support through phone and email communication with clients and the product fulfillment house.
• To process and progress customer orders using the various systems in a timely and efficient manner.

Front-line Customer Support:

• Provide expert advice via phone and email, resolving queries, managing back-orders, and handling returns/refunds to ensure a positive customer experience.

Order Management:

• Accurately process and manage incoming customer orders, ensuring timely fulfillment.

Key Account Management:

• Build strong relationships with high-value customers, identifying opportunities for cross-selling and upselling.

Website & Stock Management:

• Maintain accurate product listings and monitor stock levels, coordinating with our 3PL partners for restocking.

Data & Insights:

• Utilise our CRM system (Metrilo) to track interactions, analyse sales data, and contribute to reports.

Campaign Support:

• Assist with promotional campaigns and abandoned basket recovery strategies.

Credit Control:

• Support credit control activities by chasing outstanding payments post-order delivery.

About you:

• The ideal candidate will have previous experience in customer service, sales administration, or a similar role, ideally in an online retail environment.
• You will have a passion for data accuracy and detail, coupled with excellent communication skills.
• You will be proficient in leveraging software platforms to create excellent customer service as well as providing clear reporting for management.
• You will be able to collaborate with team members across the company.
• Experience/understanding of psychometric tests would be advantageous.

Proven experience in:

• Customer service, sales administration, or online retail.
• Excellent written and verbal communication skills.
• Proficiency with CRM systems (e.g., Metrilo) and online sales platforms (e.g., Magento2).
• Strong problem-solving skills and meticulous attention to detail.
• A proactive, sales-oriented mindset with strong team collaboration skills.
• Experience with Magento, Metrilo, or selling psychometric assessments is a plus.
• An understanding of dyslexia would be helpful, although training will be given.

About us:

We are a dynamic, growing organisation with an established reputation for providing CPD training, SEN consultancy, and direct psychological services. We develop and deliver training for teachers within the UK and internationally. We currently have teachers in over 100 countries studying with us. We are proud of our innovative training approaches that combine psychology, education, and technology. Our courses enable educational psychology to have an impact in classrooms across the globe. Our values are embedded in the work that we do, and they underpin our business culture.

Our Values:

• Inclusivity - valuing others, respecting others, recognising and celebrating the contribution of all.
• Positivity - taking a positive outlook on challenges and embracing change and opportunity.
• Curiosity - seeking to reflect, learn, ask questions, and challenge orthodoxies.
• Integrity - acting fairly, honestly, and consistently.
• Growth - seeking growth and positive change for individuals and organisations.
• Sustainability - helping regain ecological balance.

We are an equal opportunity, flexible employer with offices in Greenwich, Canterbury, and Staines. Real Group has a strong culture of ethical business practice and values diversity and inclusion.

Benefits:

We build our team with talented, positive-thinking, and experienced individuals from diverse backgrounds. Working at Real Group brings many benefits, including:

• Flexible working within a friendly, supportive team.
• Competitive salary.
• Pension.
• Training and professional development opportunities.
• Health and dental plan.
• Access to free mental health support.
• Salary sacrifice options for purchasing a bicycle or leasing an electric car.

Real Group is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all.

To apply, please send your CV with a covering letter explaining how you meet the person specification and job description.

Practical Details:

Hours: Core hours are 9:00 am to 5:00 pm, Monday to Friday. Some flexibility is available and can be discussed in line with business needs. Occasional travel to the Greenwich office or marketing events in London may be required.