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House of Commons

The House of Commons is a unique and exciting place to work right at the heart of the UK's thriving democratic system.

Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including:

• 30 days’ annual leave (increasing to 35 days after first full leave year).
• Civil Service pension with an average employer contribution of 27%.
• Access to training and development.
• Flexible working.
• Interest free season ticket loan and bicycle loan.

Introduction

The House of Commons Retail Team is a dynamic and ambitious team with three gift shops across the Parliamentary Estate and an online shop with a warehouse in an offsite location.

Retail Services is part of the Customer Experience and Service Delivery team, with a remit of delivering an exceptional multichannel retail experience for Members and their staff, House staff, visitors to Parliament, and the public. This role is an exciting opportunity to join a creative and ambitious team in a non-traditional retail environment.

The Role

Your role as an Online Shop Assistant will be to support the Online Shop Supervisor in all aspects of web order fulfilment and customer service, from picking, packing and dispatching customer orders to dealing with complex customer needs via telephone and email. You will act as a customer champion, ensuring orders are delivered on time and accurately, and that enquiries are responded to quickly and effectively whilst maintaining the highest standard of verbal and written communication. You will be knowledgeable about the services we provide and adept at using Ecommerce and inventory management software.

Some of the responsibilities for this role include:

• Picking, packing and dispatching customer orders, using Ecommerce software to manage the fulfilment workflow.
• Maintaining the online shop’s order delivery targets whilst minimising breakages/losses and upholding excellent standards of presentation.
• Collaborating with the Stock Controller to ensure stock availability in the online shop inventory, requesting stock as required to prevent bottlenecks in the fulfilment process.

Please note: This role will be based primarily at Parliament's offsite storage centre (Ceva) in Acton.

Skills and Experience

To be successful in this role you will demonstrate:

• Proven experience of web order fulfilment in a retail environment, using Ecommerce/order management software to control workflows. Experience working towards delivery targets whilst maintaining picking/packing accuracy and upholding high standards of parcel presentation.
• Evidence of effectively dealing with customers, handling enquiries, comments and complaints, as well as following up on missing/incorrect orders. Knowledge of how to communicate with a diverse customer base and the ability to find solutions to customer needs.
• Working as a Team Evidence of working as a part of a team contributing to a productive and positive workspace, whilst upholding the values of diversity and inclusion.
• Proven organisational skills with the ability to work under pressure to specific deadlines and to prioritise your workload and solve problems.

Next Steps and Additional Information

• Application Form - If you would like to apply for this role, please submit an application providing evidence against criteria 1-4 in the Job Description.

More information on the role and the full criteria can be found in the Job Description.

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.