At a Glance
- Tasks: Lead customer service for our e-commerce site, solving complex issues and improving processes.
- Company: Join Unipart, a leader in supply chain performance with a focus on sustainability.
- Benefits: Earn up to £32,250, enjoy 33 days holiday, and access flexible benefits.
- Other info: Inclusive workplace that values diversity and supports your unique needs.
- Why this job: Make a real impact on e-commerce strategy while collaborating in a dynamic environment.
- Qualifications: Strong communication, analytical skills, and experience with e-commerce platforms are essential.
The predicted salary is between 40500 - 49500 £ per year.
- Job Title
- Senior Customer Service Adviser - 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.
Senior Customer Service Advisor - E Commerce in Doncaster employer: Unipart
Unipart in Magna Park is an exceptional employer that prioritises employee development and a strong safety culture, making it an ideal place for those looking to grow their careers in supply chain management. With a focus on continuous improvement and lean practices, team members are encouraged to collaborate and innovate, ensuring a rewarding work environment that values each individual's contribution. Join us to be part of a dynamic team where your efforts directly impact our commitment to delivering world-class service.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor - E Commerce in Doncaster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unipart. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Unipart before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Advisor - E Commerce in Doncaster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Unipart:Your cover letter is your chance to shine! Tell us why you want to work at Unipart specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Unipart!
How to prepare for a job interview at Unipart
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
