Customer Service Administrator Bourne End, East of England, England
Job description
Fancy working at Virgin Experience Days? We’re always on the lookout for amazing people to join our friendly team.
There’s never been a better time to come aboard. We’re ambitious and innovative, small and agile, and supercharged by the Virgin brand. With significant growth plans, this is your chance to get stuck in and put your stamp on the future of the business.
You’ll discover an evolving culture that’s full of energy, development opportunities and perks (cocktails, anyone?). We’re out of town, with all the exuberance of a city firm and a product that’s inherently packed with excitement. So, if you want to learn, work hard, and play hard too – we’d love to hear from you.
Why we want you!
We’re looking for an Administrator to join our Customer Service team.
The Customer Service team are the face and voice of Virgin Experience Days, the customer’s main point of contact. We’re here when the customer needs us, empathetic and compassionate, excited to help. We’re problem-solvers, we know our work is a make-or-break moment for the customer. We represent a brand built on Heartfelt Service, so the stakes are high, and we’re committed to delivering.
Working with our wider Customer Service Team, we need you to help us:
- Process retail orders on a daily basis and ensure all orders are fulfilled within SLA
- Process all retail refunds/returns, as well as assisting the Retail Account Manager with any return queries
- Process all internal admin requests (voucher extensions, exchanges, reissue requests and manual orders) accurately and within SLA
- Monitor the internal system (Badger) download for any orders that require manual processing
- Manage tangible and B2B orders and process within SLA
- Monitor any automated processes and investigate any errors/exceptions
- Manage monetary voucher stock levels, ordering as and when required; Ensuring all stock is stored safely and securely when not in use
- Maintain B2B corporate pricelists on a regular basis (fortnightly/monthly, as agreed)
- Ensure any external queries received are fully investigated and resolved quickly and efficiently
- Run monthly stock take of any cash vouchers/tangible stock and report to Accounts on a monthly basis
- Collaborate with the wider business to help resolve any queries efficiently
- Take ownership of any in-house fulfilment and despatch, as and when required
- Process any incoming post
- Assist the CS Team with customer contact during busy periods
- Demonstrate insatiable curiosity by always looking for ways our processes can be improved
What you’ll need:
- Excellent communication skills, both verbal and written
- The ability to work with multiple systems and multitask
- A positive and proactive attitude
- Organisational skills to self-manage your workload whilst keeping service levels high
- Excellent attention to detail
- A commitment to delivering a Heartfelt Service
- Ability to hit deadlines and work under pressure
What’s in it for you?
- Work from our modern offices based in Bourne End, Buckinghamshire (SL8 5YS)
- Flexible remote working policy (2 days in, 3 days out)
- Free breakfast in the office (cereal, toast, spreads, fresh fruit, coffee, tea)
- Discounts scheme within the Virgin Group (Virgin Tribe Membership)
- Discretionary bonus scheme
- £150 to spend on experiences a year
- The View from the Shard free entry for you and your plus one
- Friends and family discount
Our Purpose at Virgin Experience Days
Ordinary is everywhere, because it’s easy. But we go further, striving for extra at every turn. We look after the small details, we think about the big picture, and we piece it all together to create something really, really special.
Our products positively glow with it, transporting our customers to the most incredible worlds. Together with our partners, we open doors to five-star hotels, and unlock Michelin-starred menus. We have you driving Ferraris, jumping out the sky… we have you flying World War II warplanes.
We know there’s no one size fits all for extraordinary, so look a little closer and you’ll discover we’re extraordinary to the core.
We champion each other and care about our environment for an extraordinary workplace. We surprise and delight for extraordinary customer relationships. We work hard and smart for extraordinary outputs. All this means we can hire extraordinary people who keep bringing it, keep improving, keep sprinkling that extraordinary magic dust.
Job Types: Full-time, Permanent
Salary: From £18,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Bourne End: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What are your salary expectations (per annum) for a new role?
Experience:
- Office: 1 year (preferred)
Work Location: Hybrid remote in Bourne End
Application deadline: 13/02/2023
