Customer Service Advisor

We are a Sunday Times Top Track 100 company and one of the UK 's fastest growing privately owned companies. The Range has grown enormously since its inception in 1989, and now has over 200 stores nationwide. People are at the heart of our retail concept, and we want to invest in our staff and make the future extraordinary.

As a result of our expansion plans, and our continued ongoing success, we are seeking a dynamic Sales and Operations Assistant to be based at our Head Office in Plymouth.

About the Role

To provide administrative and customer service support in relation to health and safety cases involving Personal Injury (PI), Property Damage (PD) claims within the business. The role involves managing cases through an in-house system, communicating via email only (no telephone contact with customers), and working collaboratively with internal and external stakeholders to gather information and support effective case resolution.

Responsibilities

• Manage Health and Safety cases (including personal injury, property damage, and store/delivery complaints) using the internal case management system
• Respond to all communications via email in a timely, professional, and accurate manner
• Handle all customer contact via email only, with no requirement for telephone communication
• Investigate claims by obtaining relevant information from stores, buyers, customers, and suppliers
• Maintain clear and detailed records for each case, ensuring all documentation is accurate and up to date
• Support decision-making processes by collating evidence and information for review
• Liaise with internal departments and external stakeholders to progress cases efficiently
• Ensure all cases are handled in line with company procedures and guidelines
• Identify any missing or incomplete information and follow up accordingly
• Prioritise workload effectively to meet deadlines and service level agreements
• Escalate complex cases where necessary

Person Specification

• Strong administrative and organisational skills
• Excellent written communication skills (email-based customer service)
• Ability to manage multiple cases and prioritise workload effectively
• High attention to detail and accuracy
• Confident using IT systems, including case management systems and Microsoft Office
• Ability to work independently and as part of a team
• Strong problem-solving skills and ability to make informed decisions
• Professional and calm approach when handling sensitive or challenging cases

Desirable

• Experience working in a claims, legal, insurance, or retail operations environment
• Understanding of Personal Injury or Property Damage processes
• Experience liaising with multiple stakeholders

What we offer

• Competitive salary
• Pension
• Long service awards
• Employee discount
• Cycle to work scheme

Position

Permanent, Full-time

Hours

Monday – Friday, 08:45am – 17:30pm.

Location

Plymouth, Devon