At a Glance
- Tasks: Assist retailers and customers via phone, email, and social media to resolve queries.
- Company: Join Snappy Shopper, a leader in the Q-commerce grocery sector.
- Benefits: Competitive hourly rate, supportive team, and skill development opportunities.
- Other info: Flexible role with exposure to various business areas and a collaborative team culture.
- Why this job: Make a real impact in a fast-paced environment while helping local businesses thrive.
- Qualifications: Customer-facing experience and strong communication skills are essential.
The predicted salary is between 24000 - 30000 £ per year.
This role will be titled ‘Retail Support Advisor’ internally.
About Us
Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41bn in the UK. We work with independent retailers and major convenience store partners, helping local businesses serve customers online so communities thrive and revenue stays local. Retailers on our platform typically see significant uplift in monthly revenue, making our service mission critical to local high streets.
Our location
We are a UK company with colleagues across the country and offices in Dundee and Edinburgh. The Customer Support Advisor position is based in our Dundee HQ (City Quay) and will include shift patterns that cover evenings and weekends on a rota. You will be expected to work on-site as required by the rota and to collaborate closely with colleagues across teams.
About the team
You will join the Customer Support team, working alongside Technical Support, Retail Operations and Marketing. The team is collaborative and fast-moving; everyone contributes ideas and supports one another to provide excellent service to both retailer partners and shoppers. This role provides exposure to multiple parts of the business and is a great opportunity to develop operational and technical knowledge.
About the role
The Customer Support Advisor will be the first point of contact for retailers and shoppers, helping resolve queries across phone, email, WhatsApp and social channels. The role involves troubleshooting our internal platforms, supporting simple marketing activity and managing payment or order issues. Full training will be provided and there are clear escalation routes to specialist teams.
Your day-to-day will include:
- Handling enquiries from retailers and customers across phone, email, WhatsApp and social media
- Troubleshooting technical issues, including updating retailer settings, amending menus and using internal admin tools
- Supporting basic marketing activities and campaign tasks (training provided)
- Managing payment, order and account issues and liaising with finance or operations where necessary
- Recording interactions accurately in CRM and ensuring timely follow-up
- Spotting trends in queries and contributing to process improvements to reduce repeat issues
This is a varied, hands-on role for someone who is curious, organised and enjoys getting stuck into detail. You will work with colleagues across the business and have the chance to make a visible impact during the contract period.
To be successful in this role, you’ll be/have:
- Experience working in a customer-facing role, ideally in a fast-paced environment.
- Strong written and verbal communication skills, with the confidence to speak with customers, retailers and colleagues throughout the day.
- Comfortable learning and using technology, with experience administering, troubleshooting or navigating multiple systems.
- Strong attention to detail and the ability to follow processes accurately while balancing multiple priorities.
- Organised and able to manage workflows, deadlines and competing demands effectively.
- A calm, solution-focused approach when dealing with customers, partners and unexpected challenges.
- Adaptable and comfortable working in a fast-moving environment where priorities can change and no two days are exactly the same.
- Someone who enjoys variety, problem-solving and working collaboratively with others to find solutions.
As a growing technology business, we’re continuously improving our platform and processes, so flexibility, curiosity and a willingness to learn are important.
Desirable
- Experience using CRM systems, helpdesk tools or messaging platforms.
- Retail-facing experience.
- Familiarity with Canva.
- Exposure to payments, order management or e-commerce systems.
Who you are
- Community: You collaborate and share success with colleagues and partners.
- Be Snappy: You work at pace and adapt to changing priorities.
- Breaking Barriers: You find creative ways to solve problems and open new opportunities.
- Craic on: You enjoy working with a range of stakeholders and bring positive energy to the role.
What’s in it for you
Joining Snappy means working with a high-growth tech business where your contributions are visible. You’ll gain operational and technical experience, work alongside supportive colleagues and have opportunities to develop new skills. We offer a competitive hourly rate and the chance to be part of a fast-moving team.
Applying
Please include a short cover note explaining why you are interested in the role and what you would bring to the team. We welcome applications from people of all backgrounds and are committed to inclusive recruitment.
Customer Support Advisor (9 months FTC) in Dundee employer: Snappy Shopper
Snappy Shopper is an exceptional employer, offering a dynamic work environment in the heart of Dundee where you can make a tangible impact on local communities. With a strong focus on collaboration and employee development, you'll gain valuable operational and technical skills while working alongside a supportive team in a fast-paced, innovative tech business. Enjoy competitive pay, flexible shift patterns, and the opportunity to contribute to meaningful projects that help independent retailers thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor (9 months FTC) in Dundee
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Snappy Shopper.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Snappy Shopper. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Advisor (9 months FTC) in Dundee
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Snappy Shopper.
How to prepare for a job interview at Snappy Shopper
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Snappy Shopper's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Snappy Shopper offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
