Customer Service & Returns Administrator

Simple Recruitment are working with a growing organisation in the beautiful town of Frome, who are looking for a Customer Service & Returns Administrator to join their team on a permanent basis.

This role is crucial in supporting our client’s commitment to outstanding customer service and efficient handling of returns, product exchanges and warranty claims. The ideal candidate will have a high level of IT literacy, proficiency in Excel, and excellent telephone and interpersonal skills. Prior experience with using ERP software is an advantage, though training will be provided.

Key Responsibilities:

• Manage warranty claims, credit notes, and product returns or exchange requests.
• Arrange and track collections and liaise with manufacturers for claim submissions.
• Monitor customer return authorisations (CRAs) to identify patterns and trends.
• Coordinate with preferred couriers, tracking parcel delays and handling claims for any losses or damages.
• Assist with answering customer calls and providing friendly, professional support.
• Process customer orders accurately and efficiently when required.
• Support all other aspects of customer service, ensuring enquiries and issues are handled promptly including greeting customers face-to-face in our showroom where required.
• Provide flexible support across the team, assisting at trade shows or covering for staff as needed

Requirements:

• IT Literacy: Proficiency in MS Office, particularly Excel.
• Customer Service Skills: Strong telephone manner and customer-centric approach.
• Attention to Detail: Precision in handling claims and documentation & following it through to completion.
• Flexibility: Ability to adapt and cover additional responsibilities when required. Additional Information: This role includes occasional Saturday shifts on a rotational basis (approximately 1 in 7) from 9am - 12noon, compensated as overtime. You may also be required to attend trade shows or provide cover during busy periods.

Benefits:

• Annual leave starts at 22 days plus bank holidays rising to 25 days with 5 years’ service.
• A healthcare cashback package that allows you to claim back healthcare costs such as optical, dental, physio and more.
• Access to 24/7 Private GP appointments.
• Discounts from more than 3,000 retailers.
• Employee Assistance Programme offering assistance for topics such as mental health, addiction, housing, debt advice, bereavement support and more.

Salary:
Around the £26,500 per annum, to be discussed at interview.

Hours:
Full-Time Hours: Monday - Thursday 8.30am - 5.30pm, Friday 8.30am - 5.00pm Saturday Mornings (1 in 7, as overtime): 9am - 12noon

Our brief: Simple Recruitment are acting as an employment agency on behalf of our client, based in Frome, who are seeking a Customer Service & Returns Administrator to join their team on a permanent basis.