Customer Service Advisor

Job title	Customer service advisor
Reports to	Account executive
Location	Peachman Way, Broadland Business Park, Norwich, NR7 0WF
Working hours	40 hours per week, 8.45am to 5.15pm

What you'll be doing - the overview
Join Start-Rite Shoes as a Customer Service Advisor and help deliver an outstanding experience for both trade customers and consumers. You’ll be the first point of contact across phone and email, taking ownership of queries from first response through to resolution. You’ll also process sales orders for key accounts and ad-hoc customers, spot opportunities to improve our ways of working, and support revenue growth through confident product recommendations. Who we’re looking for At Start-Rite Shoes, we’ve been helping children step out in comfort and confidence for generations. We’re proud of our heritage and just as proud of the way we keep improving—always looking for better, simpler ways to serve our customers. You’ll be a confident communicator who genuinely enjoys helping people. You’ll stay calm under pressure, organise your workload well, and take ownership to get things sorted. You’ll be comfortable working with systems and order processing, and you’ll enjoy spotting opportunities to recommend the right product or alternative where it helps the customer.
What you'll be doing - the detail
• Handle customer and consumer enquiries across phone, email and online chat • Collaborate with colleagues across the business to resolve issues quickly • Spot and coordinate continuous improvement opportunities • Process orders, reservations, dispatches, invoices and returns using our systems • Identify alternatives and add-ons to help maximise sales • Maintain sales orders, including cancellations and stock-control actions • Flag stock risks and liaise with Planning on availability and delivery dates • Support key accounts and build strong working relationships • Use our websites confidently (Start-Rite.com, Trade Web Order & Retailer Zone) • Liaise with our delivery partner to track orders and resolve delivery queries

What you'll be doing - the overview

Join Start-Rite Shoes as a Customer Service Advisor and help deliver an outstanding experience for both trade customers and consumers. You’ll be the first point of contact across phone and email, taking ownership of queries from first response through to resolution. You’ll also process sales orders for key accounts and ad-hoc customers, spot opportunities to improve our ways of working, and support revenue growth through confident product recommendations.

Who we’re looking for
At Start-Rite Shoes, we’ve been helping children step out in comfort and confidence for generations. We’re proud of our heritage and just as proud of the way we keep improving—always looking for better, simpler ways to serve our customers.

You’ll be a confident communicator who genuinely enjoys helping people. You’ll stay calm under pressure, organise your workload well, and take ownership to get things sorted. You’ll be comfortable working with systems and order processing, and you’ll enjoy spotting opportunities to recommend the right product or alternative where it helps the customer.

What you'll be doing - the detail

• Handle customer and consumer enquiries across phone, email and online chat
• Collaborate with colleagues across the business to resolve issues quickly
• Spot and coordinate continuous improvement opportunities
• Process orders, reservations, dispatches, invoices and returns using our systems
• Identify alternatives and add-ons to help maximise sales
• Maintain sales orders, including cancellations and stock-control actions
• Flag stock risks and liaise with Planning on availability and delivery dates
• Support key accounts and build strong working relationships
• Use our websites confidently (Start-Rite.com, Trade Web Order & Retailer Zone)
• Liaise with our delivery partner to track orders and resolve delivery queries

What you'll bring
• Great communication skills (verbal and written) • A reliable team player with strong listening skills • Comfortable working at pace and managing competing priorities • A calm, professional approach in challenging situations • Strong problem-solving skills and confidence multi-tasking • Commercial awareness and motivation to hit targets • Comfortable taking initiative and ownership • Adaptable, with flexibility around working patterns when needed • High attention to detail and accuracy • Able to build rapport with customers, consumers and external partners • Confident recommending and selling our product ranges • Good working knowledge of Microsoft Office (Outlook, Word and Excel) • GCSEs (or equivalent) including English and Maths

What you'll bring

• Great communication skills (verbal and written)
• A reliable team player with strong listening skills
• Comfortable working at pace and managing competing priorities
• A calm, professional approach in challenging situations
• Strong problem-solving skills and confidence multi-tasking
• Commercial awareness and motivation to hit targets
• Comfortable taking initiative and ownership
• Adaptable, with flexibility around working patterns when needed
• High attention to detail and accuracy
• Able to build rapport with customers, consumers and external partners
• Confident recommending and selling our product ranges
• Good working knowledge of Microsoft Office (Outlook, Word and Excel)
• GCSEs (or equivalent) including English and Maths

How do I become part of the team?
If the above sounds like you, please send your CV and a covering letter to claire.greensides@startriteshoes.com. We’ll be in touch if your application is shortlisted. Start-Rite Shoes is an equal opportunities employer. We welcome applications from all suitably qualified candidates. Any personal data you share as part of your application will be used for recruitment purposes only.