Customer Support Administrator

Trespass; Glasgow; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

30 days holiday (32 with service)

Corporate discounts for staff and airm

Relaxed dress code

Free parking

Job summary

Trespass is seeking a Customer Support Administrator to join our growing e-commerce team in the UK. The role focuses on delivering outstanding service, handling escalations, and processing returns and orders with accuracy.

You will contribute to maintaining high customer satisfaction and efficient processes, supported by a flexible, customer-centric environment. Experience in customer service and strong communication are essential; familiarity with MS Excel and content management systems is

Qualifications

• Experience in a customer service role.
• Excellent written and spoken communication skills.
• Confidence handling customer complaints within policy.
• Experience recording customer interactions and meeting quality targets.
• Ability to manage end-to-end customer experiences.
• Identify improvement opportunities to enhance processes and tools.
• Strong analytical skills.
• Self-motivated with good time management and problem-solving.
• Flexible, can-do attitude; multilingual skills are a plus.

Responsibilities

• Deliver excellent customer service on every call.
• Be the first point of contact for escalations and complaints.
• Process customer returns and exchanges.
• Handle order processing and administration.

Skills

Customer service

Interpersonal skills

Complaint handling

Record interactions

End-to-end experience

Process improvement

MS Excel

Content management systems

Time management

Problem solving

Can-do attitude

Multilingual advantage

Tools

MS Excel

Content management systems

Job description

Hours: 42.5 hours per week (8.30am to 5.30pm)

Company Introduction

Trespass is a leading outdoor clothing and equipment brand known for its commitment to performance, quality, and affordability. With over 300 retail stores worldwide and an established web presence in the UK along with exciting opportunities to further expand into Poland, Canada and Germany, Trespass designs gear to suit everyone from casual adventurers to serious outdoor enthusiasts. The brand offers a wide range of products, including waterproof jackets, ski wear, hiking boots, and camping gear - all engineered to withstand the elements while offering comfort and style. Trespass prides itself on innovation and accessibility, making the outdoors open to all.

Role Overview

Due to the continued growth across both domestic and international e-commerce channels, we're seeking to further strengthen our team with the introduction of an additional Customer Support Administrator.

Could you be who we are looking for?

The successful candidate is likely to have/demonstrate:

• Experience of working in a customer service role
• Excellent interpersonal and communication skills both at a written and spoken level
• Confidence in handling customer complaints, providing appropriate solutions and/or alternatives within time limits following Company policies and procedures
• Experience in recording of all customer interactions, meeting pre-set Quality targets
• Manage end to end customer experiences
• Ability to identify improvement opportunities to ensure processes and tools are effective and efficient
• Strong analytical skills with experience of MS Excel and content management systems
• Self-motivated with strong personal time management & problem solving skills
• Can do attitude with a flexible approach to the role
• Multiple language skills will be treated as an advantage.

Core responsibilities of this role include:

• Delivery ofexcellent customer service on each and every call
• First point of contact for customer escalations and complaints
• Processing customer returns and exchanges
• Order processing and administration

Working for Trespass

• You will receive 30 days holiday (increasing to 32 by 2 years' service) to ensure you keep a healthy work-life balance and have lots of exciting plans in place to look forward to
• Benefit from our corporate discounts for you, your friends and family, making the most of the great outdoors
• Relaxed dress code
• Free parking as there is nothing worse than parking metres and additional costs, meaning... buy the coffee!

Salary information will be determined by experience and fit and decided at point of offer, however, if you have any questions relating to this, please get in touch.