Customer Service Administrator

Cass Group; Newark on Trent; On-site; GBP 20,000 - 25,000; Full time

Job summary

A company in customer service is looking for a Customer Service Administrator in Newark on Trent, England. This full-time role involves supporting customers, managing memberships, and collaborating with a team to enhance sales. Candidates should have at least 1 year of experience in customer service and be proficient in MS applications. Excellent communication and negotiation skills are essential for success in this position.

Qualifications

• Minimum 1 year Customer Service experience.
• Intermediate-Advanced knowledge of MS applications.
• Great telephone manner and numerical skills.

Responsibilities

• Support and advise customers using web and retail platforms.
• Promote membership and services to customers.
• Work with Customer Services Manager on customer relationships.

Skills

Customer Service experience

MS applications knowledge

Fluency in English

Negotiation skills

Time management

Communication skills

Teamwork

Tools

Fresh Desk

CMS

Google Sheets

Job description

Cass Art – Newark‑On‑Trent, England, United Kingdom

Customer Service Administrator

Reporting to the Customer Services Manager, this role supports driving sales through bespoke service and sales opportunities within the Customer Service department. The role supports the larger team in handling customer and membership enquiries, ensuring swift resolution and keeping the company manifesto at the heart of all tasks.

Hours: Monday to Friday, 9:00–5:00

Responsibilities

• Support and advise customers when using our web, retail platforms and online content.
• Promote membership and services to customers while updating and maintaining membership records.
• Work with the Customer Services Manager to maintain and develop relationships with key customers across all channels (eCommerce, membership and stores) including orders, processing and account administration.
• Contact customers via phone and email to support retail orders and membership queries, including outbound sales calls to prospective members, membership cancellations, renewals and payments.
• Build rapport with customers to drive retention, acquisition and sales. Actively cross‑sell by promoting membership and services to retail customers along with loyalty schemes.
• Receive and collate member feedback to help improve services.
• Work with the Marketing/CRM teams to assess customer retention opportunities and engage with customers to build sales.
• Develop a close working relationship with Store Managers to understand sales opportunities in their geographical catchment areas.
• Provide feedback to relevant Head Office departments on key learnings by offering insight and recommendations for products and services.
• Work with technical solutions and platforms such as Fresh Desk, CMS and Google Sheets to address issues.

Qualifications

• Minimum 1 year Customer Service experience.
• Intermediate‑Advanced knowledge of MS applications and competence using database‑related systems.
• Fluency in written and spoken English (essential), great telephone manner and numerical skills.
• Good understanding of customer service expectations.
• Ability to engage and work well with a range of teams.
• Effective forward planning and time management.
• Excellent communication and negotiation skills.
• Passionate about our products and brand.
• Professional, focused and credible.
• Flexible, reliable and tolerant.
• Self‑driven and results‑oriented.
• Energy, enthusiasm and passion.

Job Details

• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Customer Service
• Industries: Administrative and Support Services