Part time – 10 hours per week to be worked on a Thursday & Friday
£7,040-£7,466 actual salary based on working hours (£24,000-£28,000 full time equivalent salary depending on experience)
Based at our new offices in Hessle, East Riding, UK
We are looking for an experienced, detail-oriented Customer Service Administrator to join our growing team here at Padlocks on a permanent basis to deliver a high-quality, order processing service and responsive customer experience. The ideal candidate will support customers with their product enquiries, placing orders and post-purchase queries across multiple communication channels. Due to the part time nature of this role, it may suit someone wishing to work either one and a half days, or school hours over two days a week.
The ‘Good’ things you can get:
- 25 days annual leave plus bank holidays
- Birthday day off work
- Free onsite parking
- Contributory Pension Scheme
- Life Assurance
- Health cash plan
- YuLife, with virtual GP and EAP
- Gym membership discount
- Free Eye Test
- Referral Scheme
- Long service awards including gifts and increase in annual holiday entitlement
- Employee Volunteering and matched charitable donations
- Social events
- Personal & professional development
Who are we?
Nothing But Padlocks is the UK’s only dedicated padlock specialist. We supply individuals, businesses, and public sector organisations nationwide, with over 15 years of product knowledge and a range covering everything from everyday brass padlocks to high-security, insurance-rated solutions.
We are part of the John Good Group of companies, a sixth-generation, family business. Winners of the Yorkshire & Humberside Family Awards 2022 for Family Business of the Year and Best Social Impact. Founded on family values, we put our people, planet, and communities at the heart of everything we do.
The role
As a Customer Service Administrator, you will be responsible for delivering a high-quality, responsive customer experience, supporting customers with product enquiries, order placement, and post-purchase queries across multiple communication channels. You will ensure customer orders are accurately processed, validated, and monitored through fulfilment, working with internal teams, warehouse partners, and couriers to ensure timely dispatch and delivery.
Key Responsibilities
- Respond to new and existing customer enquiries in a timely and professional manner across live chat, email and telephone.
- Provide clear, friendly support to customers, helping them choose the right products or resolve order queries.
- Ensure all customer orders are processed accurately and efficiently, with correct product specifications and clear internal notes for fulfilment.
- Validate order details including delivery addresses, delivery services, keying requirements and any special instructions before orders are released.
- Maintain clean and accurate order data across internal systems.
- Liaise with 3PL partners, warehouse teams and couriers to ensure orders are picked, packed and dispatched on time.
- Monitor orders through the fulfilment process and resolve issues quickly where they arise.
- Escalate complex or technical queries to the appropriate team members when needed.
- Keep customers updated on order progress, lead times and delivery expectations.
- Support initiatives that improve operational efficiency and customer service, including the use of automation and AI tools.
- Use customer feedback and interactions to highlight recurring issues, product questions or opportunities to improve the customer experience.
About you:
- Naturally warm, friendly and customer-focused, with a genuine desire to help people.
- A confident communicator on phone, email and live chat.
- Able to learn product knowledge quickly and explain information clearly to customers.
- Highly organised and detail-oriented, particularly when processing orders and checking information.
- Comfortable managing multiple enquiries and orders at the same time.
- Able to resolve straightforward queries independently, while recognising when to escalate more complex issues.
Our people are fundamental to our success with a drive deliver quality services to our customers. So, if you have the above qualities please apply attaching your CV with a supporting statement detailing how you meet the above criteria and what attracted you to this position.
Diversity
We respect and value difference and seek to create an inclusive workplace which promotes and values the diversity of our employees. We believe in promoting an environment where everyone, from any background has access to the opportunities to grow and succeed.
Recruitment Agencies
Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our People Team or Hiring Managers.
GDPR
John Good Group care about your privacy and we are committed to processing your personal information in accordance with the GDPR Data Privacy Laws. By submitting your CV you are agreeing to your personal data being retained in a secure location for up to 6 months to enable us to match and notify you of suitable opportunities. After this period your information will be confidentially destroyed.
