Customer Operations Assistant
Customer Operations Assistant
Bert \& May \| Stamford Bridge, York (YO2, head office) Full\-time or Part\-time \| £28,000 per annum (FTE), pro rata for part\-time
About Bert \& May
Bert \& May is a premium retailer of handmade, reclaimed and beautifully crafted tiles, working with both private customers and a growing network of architects, interior designers, developers and other trade customers. We are a growing, design\-led business, and our Customer Operations team sits at the heart of making sure the experience we give our customers matches the quality of the products we sell.
The Role
Reporting to the Operations Manager, this is a hands\-on, fast\-moving role for someone who enjoys being busy, solving problems and getting things done. The role sits within our Customer Operations department, which brings operations, customer service and sales enquiries together under one roof. Incoming calls and emails are routed through our system, and when you're not handling a customer conversation, you'll be doing business admin work supporting the warehouse and wider operations team — processing purchase orders, tracking shipments, and keeping our systems and records accurate.
Your responsibilities will include:
Operations \& admin
- Supporting the management of stock across our product range
- Monitoring stock levels and availability
- Processing sales orders into supplier purchase orders
- Raising and managing purchase orders
- Tracking incoming shipments and supplier deliveries, including co\-ordinating international shipments
- Reporting on the open order book
- Following up on outstanding orders and resolving supply issues
- Liaising with suppliers regarding lead times, availability and delivery dates
- Maintaining accurate systems and records
- Working closely with the sales and showroom teams to ensure they have accurate information on stock and availability
- Working with our warehouse and logistics partners to resolve delivery and stock issues
- Identifying operational problems and helping find practical solutions
- Supporting the wider team with general operational and administrative tasks
- Handling incoming customer calls and emails as routed through our system
- Dealing directly with customers by email and telephone, managing enquiries from initial contact through to resolution
- Handling post\-sales issues and complaints in a calm, professional and compassionate manner
- Fielding sales enquiries and directing them appropriately
- Making independent decisions using the customer journey and purchase flows
Essential:
- At least 3 years' experience in an operations, supply chain, customer service or similar role (or 2 years' office experience minimum)
- Exceptionally organised with close attention to detail
- Confident using IT, learns new systems quickly; strong MS Word and Excel/spreadsheet skills
- A clear, confident communicator, comfortable face\-to\-face, in writing and on the phone with customers and suppliers
- Able to manage difficult customer situations with empathy and professionalism
- Able to prioritise and work flexibly when multiple things demand attention
- Takes ownership rather than waiting to be told what to do
- Able to work alone using own initiative, while also supporting colleagues as part of a team
- Commercially aware, understands the importance of getting things right for the customer
- Calm under pressure, enjoys solving problems, positive and practical "can\-do" attitude
- Comfortable in a fast\-moving, sometimes stressful environment
- Comfortable switching between focused admin work and live customer conversations throughout the day
- Experience with Shopify, Xero and Unleashed
- Online retail experience
This is not a quiet back\-office position. Bert \& May is a growing business, and things can move quickly. Priorities can change, customers can need answers urgently and supply chain issues sometimes need resolving immediately. We need someone who enjoys that pace rather than being overwhelmed by it — able to juggle multiple priorities, make sensible decisions, communicate clearly and keep things moving under pressure.
What We Offer
- £28,000 per annum (FTE), pro rata for part\-time
- Full\-time or part\-time opportunity (part\-time hours e.g. 9am–2pm can be discussed on application)
- Based at head office in Stamford Bridge, York (YO2\)
- Casual dress, company events, employee discount
- Day shift, Monday to Friday
- A varied role within a growing independent design business, with genuine responsibility and scope to develop
If you are an experienced operations or customer service professional who is highly organised, commercially minded, great with systems and genuinely cares about delivering a brilliant customer experience, we would love to hear from you. Please send your CV and a short covering note explaining why you think you would be a good fit for Bert \& May.
Benefits:
- Company pension
- Employee discount
- Free parking
- On\-site parking
Pay: £28,000\.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On\-site parking
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