Customer Experience Administrator (fixed term)

The Whisky Exchange; Acton; On-site; GBP 22,000 - 34,000; Full time

Benefits offered by this job

Staff Discount

Tastings

Product Education

Access to Events

Cycle to Work Scheme

High Street Discounts

Life Cover

Private Medical Insurance

Enhanced Employer Pension Contribution

Career Development

Flexi Work

25 Days Holiday

Job summary

The Whisky Exchange is seeking a Customer Experience Administrator on a fixed-term contract to support our On-Trade and online customers during peak trading. The role involves handling orders, providing product and delivery information, and resolving issues to ensure a seamless customer journey.

You will work across channels, process orders in our ERP and other systems, and maintain accurate records while upholding high service standards. A strong team orientation and adaptability are essential.

Qualifications

• Previous experience in a fast-paced customer service environment.
• Proven ability to deliver exceptional service as part of a team.
• Excellent written and verbal communication, including a professional telephone manner.

Responsibilities

• Deliver exceptional customer service via telephone, email, and face-to-face interactions when required.
• Process customer orders accurately across multiple platforms, including ERP and third-party systems.
• Maintain accurate product, pricing and order information to support efficient processing.
• Support customers throughout the order-to-delivery journey with tailored product and delivery information.
• Confirm order and delivery details and advise on product availability and alternatives.
• Take ownership of customer issues and work with partners to resolve delays, damages or mis-sent items.
• Manage complaints professionally and ensure timely escalation where needed.
• Maintain records of enquiries, complaints and actions with cross-team communication.
• Identify opportunities to upsell and improve the customer experience.
• Support both On-Trade and Online teams and adapt priorities to demand.
• Build knowledge of products, customers, systems and processes through ongoing learning.
• Contribute to continuous improvement of service delivery and processes.

Skills

Customer service excellence

Communication skills

Organisational ability

Multitasking

ERP system experience

CRM system experience

Problem solving

Team collaboration

Adaptability

Wine and spirits interest

Tools

ERP system

CRM systems

Job description

Customer Experience Administrator (fixed term)

The Whisky Exchange

Location: On site / Park Royal, London, UK
job type: Fixed term / Full-time
Sector and subsector: Sales | Customer Service
Salary: Competitive salary

The opportunity

We're looking for a Customer Experience Administrator to join our Customer Experience team on a fixed-term contract until 31 December, supporting our On-Trade and The Whisky Exchange customers during our peak trading period.

This role plays a key part in delivering an exceptional end-to-end customer experience, from order placement through to successful delivery. Working across both our On-Trade and Online Customer Experience teams, you'll support customers through a range of communication channels, process orders, provide product and delivery information, and take ownership of resolving issues.

You’ll be highly organised, customer-focused and adaptable, with the ability to manage competing priorities while maintaining a consistently high standard of service. As the business continues to evolve, you'll be confident learning new systems, processes and technologies and applying them effectively in your day-to-day work.

Your day-to-day responsibilities will include:

• Deliver exceptional customer service via telephone, email and, where required, face-to-face interactions
• Process customer orders accurately and efficiently across multiple ordering platforms, including our ERP system and third-party ordering systems
• Maintain accurate product, pricing and order information to support efficient order processing
• Support customers throughout the order-to-delivery journey, providing product, pricing and delivery information tailored to their requirements
• Confirm order and delivery details, advise on product availability and recommend suitable alternatives where required
• Take ownership of customer issues, including delivery delays, damaged or incorrect products, lost parcels and courier performance issues, working with internal and external partners to achieve a positive resolution
• Manage customer complaints professionally and proactively, ensuring issues are resolved within agreed timescales and escalated appropriately when required
• Maintain accurate records of customer enquiries, complaints and actions taken, ensuring effective communication across teams
• Identify opportunities to recommend products and enhance the customer experience while maintaining a customer-first approach
• Support both the On-Trade and Online Customer Experience teams, adapting priorities in response to customer demand and business needs
• Build knowledge of our products, customers, systems and processes through ongoing learning and development
• Contribute to continuous improvement by identifying opportunities to enhance service delivery, processes and ways of working

Your blend of talent

We're looking for someone who brings:

• Previous experience in a busy customer service or customer support environment
• A proven track record of delivering exceptional service as part of a team
• Excellent written and verbal communication skills, including a professional telephone manner
• Strong customer service skills, with the ability to handle complaints and challenging situations calmly and professionally
• A pragmatic and solutions-focused approach to problem solving
• Excellent organisational skills and a high level of accuracy and attention to detail
• Confidence using Microsoft Office applications and business systems
• The ability to quickly learn and confidently navigate multiple systems, processes and technologies
• Experience using ERP, CRM, content management or other business systems, although this is not essential
• The ability to work flexibly across multiple teams and priorities in a fast-moving environment
• Strong interpersonal skills and the ability to build effective relationships with customers and colleagues
• A proactive, dependable and positive approach to work
• An interest in wines and spirits; experience within the drinks industry would be an advantage

About us

The Whisky Exchange is a world-leading specialist retailer for whisky and fine and rare spirits. We have three shops in central London, a range of flagship shows and events, and an award-winning curated selection of Old & Rare, own-label and exclusive whiskies and spirits. We have an on-trade team supplying the best bars, restaurants, hotels and luxury retailers in the UK (The Whisky Exchange Trade), and a specialist auction platform (Whisky.Auction). Together as One Team we serve a global community of whisky drinkers, fuelled by an enthusiasm for discovering and collecting.

Being part of the Speciality Drinks Group, and the wider Pernod Ricard family, means you’ll be working with some of the very best people in the drinks industry and part of a fantastic team that is passionate about everything they do.

The way we perform

At The Whisky Exchange, how we achieve results is just as important as what we achieve. We're looking for people who share our ways of working.

We collaborate. We deliver results efficiently. We grow diverse teams. We are consumer and customer centric. We foster a growth mindset. We drive engagement.

Benefits of joining The Whisky Exchange

Staff Discount at The Whisky Exchange | Tastings | Product Education | Access to Events | Cycle to Work Scheme | High Street Discounts

EAP | Great Parental Leave Policies | Life Cover | Private Medical Insurance | Enhanced Employer Pension Contribution

Feel Good Stuff

S&R Initiatives | Personal Day | Career Development | Employee Networks | Flexi Work | 25 Days Holiday (plus Bank Holidays)

We’re committed to inclusion and diversity.

We are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from all backgrounds and experiences.

Selection decisions are based on skills, experience and potential. If you require any adjustments during the recruitment process, please let us know and we'll be happy to support you.