Customer Service Administration Assistant

Job Title: Customer Service Administration Assistant
Location: Herefordshire, HR7

Salary: (Age 18-20): £22,285.90 per year, with a salary review on the successful completion of 3 month probationary period.
(Age 21+): £26,106.34 per year, with a salary review on the successful completion of 3 month probationary period.

Job Type: Permanent. Full time, 39.5 hours. (Monday to Thursday 8:30am - 5:30pm and Fridays 8:30am - 5pm with 1 hour daily unpaid breaks)

Do you have at least one year's experience in an office, administration, customer service administration or similar role? Are you a fast learner with a keen eye for detail? If this sounds like you, we want to hear from you and you'll find more than a job — you'll find a path to professional growth with a company that's both rooted in tradition and working towards the future.

About the Company
A leading & innovative British trade manufacturer of a wide range of corporate & promotional merchandise & beautiful gifts. They design, manufacture, print & finish all of the products they sell on site, with many unique products made from sustainable materials. Based in rural Herefordshire they employ 60 people at their factory in a team that has won many industry awards for their products and services.

Sustainability is at the core of what we do, we are members of our trade association (the BPMA) with ISO9001 Quality and ISO14001 Environmental certification. We are also Sedex (Supplier Ethical Data Exchange) registered, members of Made in Britain, corporate supporters of The Woodland Trust and Herefordshire Wildlife Trust. We are also partnered with Ecologi and charitable supporters of The Hope Centre in Bromyard as well as Supporters of A Good Thing. The company believes in and prides itself in rewarding honesty, hard work, efficiency and creativity.

Job Overview
Working as part of our busy Customer Service team, this office-based role provides practical administrative support through telephone answering, customer records, data entry, sample requests, sample stock maintenance and routine departmental administration following induction and appropriate training.

The role requires accuracy, a friendly and professional manner, good organisational skills and a willingness to learn. Full training will be provided in the Company’s products, manufacturing processes and database/CRM systems over time.

This is a development role with a structured route towards the broader Customer Service Administrator position. Additional responsibilities will be introduced progressively as training is completed and competence is demonstrated.
Main Duties and Responsibilities
General Administration and Customer Contact
• Answer incoming calls promptly and professionally in line with the Company’s Service Level Standards; take accurate messages and transfer or refer enquiries appropriately. The role does not involve cold calling.
• Complete routine administration, data entry, paperwork and electronic filing accurately, following induction and training, prioritise allocated tasks with guidance from the Trainee CS Team Leader and where needed, from the wider team.
• Check the accuracy of own work, raise errors or unclear instructions promptly and contribute practical suggestions for improvements within allocated administrative tasks. Agree changes before implementing them.
• Undertake any other reasonable administrative duties required by the Company.
Database and Customer Records
• Learn and use the Company’s database/CRM and order management systems; create customer records and update customer, contact and order-related information in accordance with approved procedures.
• Check records for missing or inaccurate information, refer discrepancies to the appropriate colleague and maintain confidentiality when handling customer and Company information.
Samples
• Process sample requests and create sample orders once trained, prepare samples for dispatch with accurate customer details and the required accompanying information.
• Maintain organised sample drawers and stocks, check availability regularly and arrange or request replenishment through agreed procedures.
• Help ensure samples are current, presentable and representative of the Company’s product range, reporting missing, damaged or outdated items.
Customer Service Team Support
• Assist with routine customer communications and straightforward queries within training and authority. Refer complex, technical, pricing or delivery commitments to an appropriate member of the Customer Service Team.
• Provide administrative support during busy periods, annual leave, training and other absences, increasing the scope of cover as competence develops and providing clear handovers.
• Work constructively with colleagues across departments, follow Company policies and approved processes, and maintain a tidy and organised working environment.
Training, Development and Progression
• Follow an agreed training plan with clear actions and review points. Take responsibility for completing allocated training and participating in development reviews.
• Learn from experienced team members, Senior Customer Service Administrators and relevant departments, including internal and relevant external training such as BPMA training where or when required.
• Progressively learn agreed Customer Service Administration duties, such as standard quotations, order processing, customer updates and sales checks, undertaking them only when trained and authorised.

Progression to the Customer Service Administrator role, with the responsibilities and salary applicable to that role, is subject to performance, demonstrated competence, successful completion of required training and business requirements. It is not automatic or based solely on length of service.

The Company reserves the right to vary or amend duties and responsibilities according to business needs.


Person Specification
The post holder should be organised, accurate, approachable and dependable, with a good grounding in administration and an interest in developing their customer service skills. Previous experience in our industry or detailed product knowledge is not required, as training will be provided.

Experience, Skills and Knowledge
Essential:
• At least one full year’s relevant experience in an office, administration, customer service administration or similar role.
• A confident, friendly and professional telephone manner, with good written, verbal and listening communication skills.
• Good general computer literacy, including experience using email, Word and Excel, and confidence in learning computerised systems.
• Accurate keyboard and data-entry skills, excellent attention to detail and sound basic numeracy.
• Good organisational skills and the ability to prioritise routine tasks, seek guidance and remain calm when priorities change.
• Ability to follow established instructions and procedures, recognise the limits of own knowledge and authority, and refer queries appropriately.
• A cooperative approach and the ability to communicate effectively with customers and colleagues across departments.
• Reliability, a conscientious approach and willingness to take responsibility for the accuracy and completion of allocated work.
• Willingness and ability to learn products, systems and processes and develop towards the broader Customer Service Administrator role.

Desirable:
• Previous experience using database or order management software.
• Experience of processing customer orders, sample requests or product enquiries.
• Familiarity with Apple Mac computers.

Qualifications
Essential:
• GCSE Mathematics and English at grade C/4 or above, or equivalent.
Desirable:
• Additional GCSEs or equivalent qualifications.
• A-levels, BTEC, NVQ or equivalent qualifications.
• Completion of a relevant administration, business or customer service apprenticeship.

Additional Requirements
Essential:
• Willingness to complete agreed internal and relevant external training, participate in development reviews and progressively provide wider team support within demonstrated competence.
Desirable:
• Full driving license and access to transport due to the location of the business.

Benefits: Company bonus scheme, long service scheme, up to 10 paid medical appointments per year, confidential Employee Assistance Programme (EAP) including perks and discounts and certain elements available to your immediate family, Virtual GP service, independent 1 to 1 financial coaching, enhanced leave such as compassionate leave & jury service, Company pension scheme, secure free onsite parking, free staff WIFI, free refreshments at breaks, staff discounts on gifts we manufacture, workers committee representation, access to a trained Mental Health First Aider, Company events, casual dress and more.

Annual holiday entitlement is 30 days including bank holidays (additional in line with long service scheme). An annual factory shutdown at Christmas accounts for 3-4 days of annual holiday entitlement.