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Receptionist/Returns Coordinator

Are accuracy, organisation, and customer service among your greatest strengths?

We are looking for a detail-oriented and customer-focused individual to join our Customer Service team as a Receptionist/Returns Coordinator. This varied dual role (returns during the mornings, and reception cover during the afternoons) combines front-of-house reception responsibilities with returns administration, making it ideal for someone who enjoys helping people, delivering excellent customer service, and supporting colleagues across the business. This is a fantastic opportunity for someone who takes pride in providing a professional service, building positive relationships, and ensuring tasks are completed accurately and efficiently.

Key Responsibilities

Returns Administration (AM)

• Entry of all debit notes on to our in-house/ERP system
• Monitoring Returns email inbox and ensuring all queries are dealt with promptly
• Running credits from in-house/ERP system
• Scanning debits and corresponding paperwork on to our archive system
• Assist in dealing with all debit queries internal and external
• Liaising with carriers, quality department and the customer service operations team in organising collection of faulty goods
• Investigating any reported miss-picks by liaising with the Customer Service and Operations support
• Investigating price queries with Customer Service
• Dealing with POD requests from carriers
• Liaising with Credit Control on any returns that are holding up invoice payments to assist with a resolution
• Produce and monitor reports on outstanding debits
• Regularly chase all outstanding returns/queries
• Any other ad-hoc administration duties as and when required to support the Returns Department

Reception & Front of House (PM)

• First point of contact for any visitors to head office
• Ensure correct sign in procedure is adhered to for all visitors
• Follow fire warden procedure in the event of emergency or for Fire Alarm testing
• Ensure switchboard is covered at all times. Take all non-direct inbound calls on up to 6 lines. Hold and distribute calls as required
• Field unsolicited sales calls and take messages for staff members unavailable
• Prepare ground floor meeting room, keeping it tidy and fully stocked
• Processing internal post through franking machine in timely manner, ready for scheduled daily collection
• Scanning and validating documents on to our archive system
• Manage the ordering of head office refreshments, Tea, Coffee, Milk etc.
• Manage Neopost and Royal Mail price increases, supplies and maintenance visits for the franking machine/folding machine
• Any other ad-hoc office administration duties as and when required to support customer service and wider Scolmore team

Skills & Experience

Essential

• Extremely personable, professional and presentable at all times.
• Excellent verbal and written communication skills.
• Flexible and adaptable, with the ability to prioritise effectively in a dual role.
• Willing to help, use initiative and find answers to queries where required.
• Able to manage own workload efficiently and work independently while covering reception.
• Works equally well as part of a team.
• Demonstrate excellent customer service skills at all times.
• Efficient and accurate, with excellent data entry and administration skills.
• Experience using Outlook, Excel and Sage, or a similar ERP system.
• Previous experience in a customer service or administration function.
• GCSE English & Maths (Grade 4 or above) or demonstrable experience

Desirable

• Previous experience of reception or front of house.