Customer Service Assistant

Co-op; Scunthorpe; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Annual incentive scheme

28 days holiday

Pension

Employee discount on Co-op products

Pay access (Stream)

Virtual healthcare

Training and career development

Job summary

Co-op Wholesale is seeking a Customer Service Assistant to support the Helpdesk and Reception, logging and investigating partner and consumer queries via phone or email. The role blends initial in-office training with future home-working three days a week, and includes collaborations with DHL to resolve issues.

The team emphasises strong relationship-building and delivering outstanding service to partners and consumers, with a positive, inclusive culture and ongoing development opportunities.

Qualifications

• Strong customer service skills with the ability to manage interactions via telephone and email.
• The ability to manage multiple priorities and meet tight deadlines.
• Good communication and relationship-building skills.

Responsibilities

• Support the team and assist with queries via telephone or email.
• Maintain good relationships with internal and external partners, always providing a great service.
• Log and investigate all queries and complaints promptly.
• Collaborate with the wider team to maintain a high call pickup rate.
• Work with partners such as DHL to reach resolutions to queries raised.
• Deliver excellent customer service to Co-op Wholesale partners, ensuring needs are met.

Skills

Customer service

Multi-tasking

Relationship building

Job description

Please note: In this role, you'll spend the first 3 months in the office for training. After this, you'll be able to work from home 3 days per week. You'll work approximately 1 in 4 Saturdays and be on a bank holiday rota.

Co-op Wholesale is growing, and we're looking for talented people who want to shape what comes next. As a Customer Service Assistant in our Partner Support team, you'll provide essential daily support to both the Helpdesk and Reception, making sure that partner and consumer queries and complaints are logged and investigated promptly via telephone or email.

Why this role matters

Exciting things are happening at Co-op Wholesale. We're growing fast, strengthening our offer for retailers, key accounts, and corporate partners, and we need great people to be part of our journey.

To make this offer the best it can be, we need to make sure we're supporting our partners and providing them with an excellent and helpful service. That's where you come in.

What you'll do

• Support the team and assist with queries via telephone or email
• Maintain good relationships with internal and external partners, always providing a great service
• Make sure all queries and complaints are logged and investigated promptly
• Work collaboratively with the wider team to maintain our 97% average call pick-up rate
• Work alongside partners such as DHL to reach resolutions to queries raised
• Deliver excellent customer service to our Co-op Wholesale partners, making sure their needs are consistently met

What you'll bring

We're committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you'll need to bring:

• Strong customer service skills, with the ability to manage interactions via telephone and email
• The ability to manage multiple priorities and meet tight deadlines
• Good communication and relationship-building skills

Why Co-op?

At Co-op, we're owned by our members. And because we're owned by you, we can do right by you. So when you join us, you're not just taking a job, you're joining a movement. We're an organisation that puts people and communities first, and we're powered by purpose. We want this to be a place where you can thrive, so you'll also receive:

• An annual incentive scheme (based on business and personal performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• Training and support for your development and career progression

A place you'll belong

We're building diverse and inclusive teams that reflect the communities we serve.

We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We're proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we'll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion

As part of your application, you'll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co-op colleague, this does not need to be completed.