Senior Customer Service Advisor - E Commerce
Location - Trax Park, Doncaster
Salary and Benefits- Up to £32,250 (depending on experience), plus 33 days holiday (including bank holidays), pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits including cycle to work scheme.
About the Role
We’re looking for an experienced Senior Customer Service Advisor to join our Commercial team in Doncaster reporting to the Head of Customer Service. In this key role, you will act as the primary bridge between customers purchasing via our e‑commerce site and our internal operations.
You will be responsible for handling complex order inquiries and escalated customer concerns, while driving process improvements. You will also support the wider team with e‑commerce process training and adherence to ensure a consistently positive customer experience.
If you are a creative problem‑solver, enjoy working in a collaborative, fast‑paced environment, and want to make a real impact on our e‑commerce strategy and sales growth—this role is for you.
Key Responsibilities:
As part of your key responsibilities, you’ll:
- Work collaboratively on the development and execution of the e‑commerce strategy to align with the company's growth objectives and sales targets in the rail sector.
- Develop and implement initiatives to drive traffic, conversion, and revenue growth through online sales channels.
- Ensure that the online user experience is optimised, with a focus on functionality, ease of use, and customer journey improvements.
- Monitor sales performance, analyse online sales trends, using skills and knowledge to present data‑driven strategies to improve sales performance.
- Collaborate with the marketing team to create and execute online marketing campaigns that drive traffic to the e‑commerce site, including SEO, SEM, email marketing, and social media.
- Monitor customer feedback and work with the wider business to resolve any issues related to the e‑commerce platform.
- Ensure a seamless, user‑friendly, and efficient online shopping experience for customers.
- Work closely with the operational, product, logistics, and IT teams to ensure that online orders are fulfilled accurately and on time.
- Regularly report on key performance metrics (KPIs), including sales, conversion rates, traffic, customer acquisition costs, and customer lifetime value using existing reporting platforms.
- Provide insights and recommendations to senior management on improving e‑commerce performance and addressing operational challenges.
- Stay up to date with the latest trends, technologies, and best practices in the e‑commerce and rail sectors.
- Suggest new features, services, or technological advancements that can enhance the e‑commerce platform and improve sales performance.
About you:
We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!
- Strong communicator with excellent interpersonal skills, enabling you to build collaborative relationships in a fast‑paced, cross‑functional environment.
- Strong analytical skills to analyse e‑commerce data and metrics to identify opportunities for growth and improvement to support decision‑making.
- Highly organised and detail orientated with the ability to manage multiple projects and customers simultaneously, including developing detailed project plans to support customer retention and growth.
- A solid understanding of e‑commerce platforms and website analytics tools is essential, and experience with platforms like Shopify, Magento, or similar CMS/CRM systems is highly desirable.
- Results‑driven with a strong focus on achieving business and sales goals.
- Knowledge of the rail industry would be a distinct advantage.
About Unipart
We are a supply chain performance improvement partner. We Design, Make, Move, and Improve components in our customers’ supply chains, keeping their operations and assets moving and working better, for longer. Through our commitment to continuously driving operational efficiencies, we improve performance - saving time, cost, and carbon. Our ambition is to be the driving force behind efficient, resilient, and sustainable supply chains.
Equality, Diversity, and Inclusion
We believe that a great workplace is one where you can bring your whole self to work.
Our recruitment process is designed to be accessible, inclusive, and based entirely on merit.
We define merit through a combination of technical skills and the core behaviours that help our people thrive at Unipart.
We welcome applications from everyone, regardless of background or circumstances.
We are committed to a policy of equal opportunity that exceeds our statutory obligations under the Equality Act 2010 and subsequent legislation.
Whether it’s your age, disability, neurodiversity, gender identity, family status, or any other characteristic that makes you ‘you’ - it is your talent and potential that we value most.
Adjustments for you: We want you to perform at your best.
If you require any reasonable adjustments or have specific accessibility needs at any stage of the application or interview process, please let us know.
We are here to support you.
£27,715, plus 33 days holiday (including bank holidays), pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits including cycle to work scheme
£46,000 per annum, plus car / car allowance, 33 days holiday, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme
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Senior Customer Service Advisor - E Commerce in Doncaster employer: Unipart Group
Unipart is an exceptional employer, offering a dynamic work environment at our Doncaster site where employees are empowered to drive operational efficiencies and contribute to meaningful supply chain improvements. With a strong focus on employee growth, competitive benefits including a generous holiday allowance, and a commitment to health and wellbeing, we foster a culture of recognition and support that makes every team member feel valued and engaged.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor - E Commerce in Doncaster
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like Unipart Group are looking for when hiring for a Senior Customer Service Advisor - E Commerce.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to Unipart Group for the Senior Customer Service Advisor - E Commerce, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at Unipart Group as a Senior Customer Service Advisor - E Commerce, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out Unipart Group’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Senior Customer Service Advisor - E Commerce.
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Unipart Group, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
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Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Unipart Group. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Unipart Group
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Unipart Group uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
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Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at Unipart Group. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
