Retail Store Support and Operations Administrator

Job description

Role purpose

The Retail Operations Administrator is responsible for providing timely and relevant support to Scope’s retail shop and field management teams. Duties are to be carried out to a high standard and to timelines that support the demands of the retail team.

Main responsibilities

• Offering timely support in a courteous and efficient manner to Retail shop and field management teams via telephone and email, escalating any issues as required.
• Liaising with retail shops and suppliers to ensure products and services are delivered in line with pre-agreed SLA’s and escalating any issues as required.
• To work using own initiative to proactively resolve minor issues and queries on behalf of the Retail Store Support team.
• To process all purchase orders once authorised and input goods received notes and invoices on the system.
• Complete all required day to day administrative tasks including emails, post, and Scope finance systems to a high standard.
• Responsibility for working with other teams across Scope to understand any print requirements, collating these and sending them out to shops along with any ad-hoc requests as required.
• Management of customer complaints via the CRM system and in association with Area Managers and subject matter experts.

Internal contacts

• Retail shop and central support teams
• Retail field team, including Divisional Managers, Area Managers, shop staff and volunteers.
• Retail Operations Volunteers
• Other key functions across the organisation, e.g., IT, Volunteering, Safeguarding, and Property

External contacts

• Suppliers related to Scope’s retail operation.
• Local authorities
• Scope’s retail customers

Person Specification

Knowledge and experience

Essential

• Understand the key role played by a central retail support team.
• Experience of providing administrative support
• Experience of handling customer queries via email and telephone

Desirable

• Experience of using business systems and processes, including ordering and purchase to pay.
• Understanding of the social model of disability
• Disabled or has lived experience of disability
• Experience working in retail

Skills

Essential

• Proficiency in using Microsoft Office/ excel
• Great attention to detail
• Good organisation skills
• Great administrative skills
• Excellent customer service skills
• Confident communicator via telephone and email.
• Ability to handle correspondence professionally and quickly
• Ability to work as part of a team to deliver great service or results.