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- Tasks: Support customer care queries and improve service processes daily.
- Company: Join The Original Factory Shop, a leader in affordable big brands since 1969.
- Benefits: Enjoy 33 days holiday, hybrid work, and discounts from day one.
- Why this job: Be part of a team that values customer satisfaction and offers a vibrant work culture.
- Qualifications: Retail and customer service experience with strong communication skills required.
- Other info: Flexible hours with a mix of office and remote work.
The predicted salary is between 24000 - 36000 £ per year.
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.
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 position with working hours 11.30 - 5pm Monday - Friday. We operate a hybrid working model; which is 3 days minimum a week in the office and 2 days a week remotely.
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 process for all customer contacts.
- Continually develop the Customer Care feedback process ensuring relevant stakeholders are kept up to date.
- Liaise with internal colleagues to solve customer issues.
- Log and document customer issues in order to find common themes.
- Listen, advise 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 where necessary.
- Manage central ops calls and emails.
- Follow up on stores with errors/discrepancies with cashing up, missing pallets and stockfile requests.
- 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; 3 days a week in office / 2 days at home or in store.
- Colleague discount from your first week.
- Employee Assistance Programme.
- Free life insurance.
Please click Apply to start your application. 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.
Customer Care Coordinator employer: The Original Factory Shop
Contact Detail:
The Original Factory Shop Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Coordinator
✨Tip Number 1
Familiarise yourself with The Original Factory Shop's customer service ethos. Understanding their commitment to customer satisfaction will help you align your approach during interviews and discussions.
✨Tip Number 2
Prepare examples from your past experiences that showcase your problem-solving skills in customer service. Highlight situations where you successfully resolved complaints or improved processes, as this will resonate well with the role.
✨Tip Number 3
Research common customer care challenges in retail and think about how you would address them. Being able to discuss these insights during your interview will demonstrate your proactive thinking and commercial awareness.
✨Tip Number 4
Network with current or former employees of The Original Factory Shop on platforms like LinkedIn. Gaining insider knowledge about the company culture and expectations can give you a significant edge in your application process.
We think you need these skills to ace Customer Care Coordinator
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Customer Care Coordinator position. Tailor your application to highlight how your skills and experiences align with these aspects.
Highlight Relevant Experience: Emphasise your retail and customer service experience in your CV and cover letter. Provide specific examples of how you've successfully managed customer queries or improved customer satisfaction in previous roles.
Showcase Communication Skills: Since strong communication is crucial for this role, make sure to demonstrate your verbal and written communication skills in your application. Use clear and concise language, and consider including examples of effective communication in past positions.
Personalise Your Application: Address your application to the hiring manager if possible, and express your enthusiasm for the role and the company. Mention why you want to work for The Original Factory Shop and how you can contribute to their mission of customer satisfaction.
How to prepare for a job interview at The Original Factory Shop
✨Showcase Your Customer Service Skills
As a Customer Care Coordinator, your ability to handle customer queries is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved customer satisfaction. This will demonstrate your capability and commitment to excellent service.
✨Understand the Company’s Values
Familiarise yourself with The Original Factory Shop's mission and values. Knowing how they prioritise customer satisfaction and bargain pricing can help you align your answers during the interview, showing that you are a good fit for their culture.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer complaints or operational challenges. Practising these scenarios can help you articulate your thought process and problem-solving skills effectively during the interview.
✨Highlight Your Attention to Detail
Given the role's emphasis on administration and documentation, be ready to discuss how you ensure accuracy in your work. Share examples of how your attention to detail has positively impacted your previous roles, especially in customer service or retail operations.
