Customer Support Advisor

Co-op Digital; Scunthorpe; Hybrid; GBP 25,000; Part time

Job summary

A community-focused organization in Scunthorpe is seeking a part-time Customer Services Advisor to provide support for wholesale retailers. In this role, you will handle calls and emails, log information, and resolve queries while ensuring smooth retail operations. Ideal candidates will have strong customer service skills, IT proficiency, and a problem-solving mindset. This position offers a hybrid work model with competitive benefits, including an annual bonus, holiday pro-rata, and employee discounts.

Benefits

Annual bonus based on performance

28 days holiday pro-rata plus bank holidays

Up to 10% employer pension contributions

30% discount on Co-op products

Virtual healthcare including GP appointments

24/7 colleague support service

Training and support for development

Cycle-to-work scheme

Qualifications

• Good customer service and communication skills, confident engaging via phone and email.
• Strong IT skills, including Microsoft Excel, Word, and Outlook.
• Accuracy in admin and data input.
• Problem-solving ability and attention to detail.
• Adaptable, self-sufficient, and flexible to the needs of customers.

Responsibilities

• Handle incoming calls and emails to a high standard within agreed timescales.
• Log information accurately into the in-house system.
• Investigate queries and see them through to resolution.
• Collaborate with colleagues and teams across the business.

Skills

Customer service skills

Communication skills

Strong IT skills

Problem-solving ability

Attention to detail

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Customer Services Advisor

£24,570 pro‑rata, plus great benefits (Work Level 6C)

Part‑time, 24 hours per week (Wednesday to Friday)

Location: You’ll be splitting your time between home and the Scunthorpe office. Up to the first 3 months will be spent in the office for training, after which you'll work a minimum of 2 days a week in the office, with the remainder of the time from home. 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 people who want to help shape what comes next. As a Customer Services Advisor, you’ll be the first point of contact for our wholesale retailers, providing support and resolving queries quickly and effectively.

You’ll play a key role in keeping our retail operations running smoothly, making sure our partner stores have the help they need to deliver great service to their customers. This is a varied role where no two days are the same – from answering calls and emails to investigating issues and collaborating with colleagues across the wider business.

Why this role matters

We’re building something big at Co‑op Wholesale. With a refreshed structure and exciting plans ahead, we’re creating new opportunities to strengthen our proposition for our independent retailers, key accounts, and a growing corporate client base. To do that, we need to make sure our retail operations run smoothly and that our partners have the support they need to serve their customers. That’s where you come in.

This is your chance to help bring new ideas to life and make a real impact across Co‑op Wholesale. Be part of it.

What you’ll do

• Handle incoming calls and emails to a high standard within agreed timescales
• Log information accurately into our in‑house system
• Investigate queries and see them through to resolution
• Collaborate with colleagues and teams across the business

What you’ll bring

• Good customer service and communication skills, confident engaging via phone and email
• Strong IT skills, including Microsoft Excel, Word, and Outlook
• Accuracy in admin and data input
• Problem‑solving ability and attention to detail
• Adaptable, self‑sufficient, and flexible to the needs of customers

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 bonus (based on personal and business performance)
• 28 days holiday pro‑rata 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
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle‑to‑work scheme

A place you’ll belong

We’re building diverse teams that reflect the communities we serve. We welcome applications from everyone, and our support centre is an inclusive environment where all our colleagues can thrive.

If you have a disability, we’ll make reasonable adjustments to support you through the recruitment process. We’re also proud to be part of the Disability Confident scheme – if you’re disabled and you meet the minimum criteria for this job, we’ll guarantee you an interview.

Learn more about our recruitment process at https://jobs.coop.co.uk/apply-process

Explore our commitments to diversity, inclusion and wellbeing at https://jobs.coop.co.uk/diversity-inclusion-wellbeing

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.