Customer Support and Office Administrator

The primary objective of the Customer Support and Office Administrator is to provide exemplary support to all customers, as well as oversee general office and operational administration, and attend to on-site and online shops.

Key Roles and Responsibilities

1. Customer Support and Engagement

Attend and respond to all customer queries and resolve any issues raised

Gather feedback from customers to enhance service delivery

Administer surveys and questionnaires to measure and improve customer engagement

Analyse customer feedback about sizing, fabric, and fit, and provide reports / metrics to the line manager

Prepare the customer feedback pack for the product team

Provide online and onsite shop assistance to customers

2. Office Administration

Manage incoming calls, emails, correspondence, greet visitors, and suppliers

Maintain filing systems (digital and hard copy) for contracts, orders, and staff records

Order office supplies, stationery, and consumables, tracking usage and cost

Ensure deliveries to customers and receipts from suppliers are managed

3. Payroll Administration

Support payroll by collating attendance sheets and overtime records

Prepare weekly and monthly payroll files for line manager approval

Maintain employee records, leave applications and balances, and contracts, including bargaining council administration

Assist with recruitment logistics and onboarding paperwork

Create and communicate weekly / monthly store-level employee work schedules

4. Compliance and Reporting

Work with Production and HR to ensure basic health and safety and labour law documentation is current

Prepare required weekly / monthly / quarterly reports (customer feedback, production metrics, absenteeism, etc)

Support audits or inspections from labour authorities