Retail Helpdesk Administrator

Job Introduction
Welcome to Card Factory - and your opportunity to be part of our exciting future. As the country’s largest, independent gift and greetings card retailer with over 1000 stores in every corner of the UK and Republic of Ireland. We have an outstanding growth story, consistently opening 50 new stores a year in recent years - with more opening all the time.

We are also developing new routes to market for our products in the UK and overseas. These rapid growth areas include franchise operations and wholesale agreements with major retailers in the UK and Australia

We are now looking to strengthen our existing Retail Helpdesk team and are recruiting for a **Retail Helpdesk Administrator/Reception Cover.**

**Scope and purpose of the role**

The core objective of the role will be to provide a support service to the retail outlets through the receipt and response to queries raised, along with general Administrative duties, through strong teamwork. Alongside this to provide a great welcome to all visitors and colleagues entering the Support Centre by role modelling the Card Factory values, you will also be responsible to make sure all visitors are supported during their visit and reach their desired destination.

**Various shift patterns available for the right person up to 30 hours.**

(Please note there may be possible Saturday cover required during busy periods or holiday cover with a day off in lieu).

This role will be based at our Head Office just outside Wakefield, West Yorkshire. The role is a duel role primarily working at the Retail Help Desk whilst carrying out reception desk duties listed below.

Main Responsibilities
**Retail Helpdesk Administrator**
- To respond to and resolve the Retail Tickets that are raised through the retail estate and respond to stores within the agreed SLA’s;
- Receive incoming calls on the helpdesk number and where necessary direct caller as appropriate;
- Log all incoming help desk calls via the ticket system and deal with accordingly in line with the agreed SLA’s;
- Liaise with delivery companies to track deliveries if required;
- Support stores with any exceptional request orders to the Warehouse in a timely manner;
- Forward any complaints/ compliments received by customers to the Customer Service Advisor;
- Ensure weekly envelopes are ready for the pigeon holes for the Wednesday mailing;
- Printing of SEL requests weekly
- Update new store openings process
- Support with weekly store post
- Update and maintain internal logs to identify trends
- Build and maintain strong relationships with all stakeholders

**Receptionist Administrator**
- Role model the Card factory Values to deliver a warm welcome to all visitors;
- Act as the face of Card Factory for visitors and colleagues attending the Support Centre: happy, enthusiastic, service orientated and welcoming to all;
- Respond politely and professionally to all visitor enquiries whether they are in person, on the phone or online;
- Ensuring that all queries are resolved successfully;
- To control the security of the premises through entrance barrier gate & front door access;
- To process and control incoming post, ensuring all relevant Support centre colleagues are contacted as needed;
- To liaise with delivery external companies to track deliveries if required for Support Centre colleagues;
- To manage the visitor control process whilst on the premises;
- To order Tea/Coffee/Sugar/Milk for the Support Centre & Warehouses;
- To assist with travel arrangements and meeting room bookings;
- To forward any complaints/ compliments received by customers to the Customer Service Advisor;
- Maintaining confidentiality at all times.

We are looking for an individual who works effectively in a fast paced flexible adaptable role.
- Exceptional customer service skills required,
- Good general knowledge of Microsoft Office including Excel,
- Time management and organisational skills with the ability to make independent decisions within role level,
- Able to work as part of a busy team,
- The role will require self-motivation, a teamwork ethic and the ability to deliver great “customer” service to visitors and colleagues,
- Communicating effectively with all stakeholders,
- Abiding by all Company policies and procedures.
- Retail knowledge will be advantageous to the role;
- Flexible & self-motivated

About The Company
In return, we offer a wide range of benefits to support your physical, mental, and financial wellbeing.

**Benefits**
- Pension
- 15% Card Factory colleague discount in-store and online
- Save As You Earn scheme
- Financial Wellbeing Support
- Financial Education Tools
- Salary Advance
- Seasonal incentive schemes
- Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
- Discounted gym membership, mobile phone contracts, and car leasing
- Discounts across 100’s of UK retailers
- Employee Assistance Programme - access to