There’s plenty about Topps Group that might surprise you. Like the scale of our Support Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million-pound retail business? After delivering our 20% market share goal of “one in five” in 2023, we have launched our new goal – Mission 365 – targeting £365 million of sales.
The Customer Support Specialist is responsible for providing exceptional customer service, resolving queries related to website functionality, orders, and digital interactions. This role ensures a seamless customer experience across all online touchpoints while supporting continuous improvement of the website and digital processes. You will work with the team to provide constructive feedback on areas of the business that you feel are causing friction in the customer experience, with the desire to continually make improvements that enhance the customer journey.
CUSTOMER
- To offer enthusiastic, friendly and positive support to enquiries made by phone, email, live chat or social media
- To be passionate about providing brilliant levels of support.
- Assist customers with website navigation, account setup, and troubleshooting.
- Resolve issues related to online orders, payments, and returns
- To aim to resolve situations that may lead to escalated complaints in a fast, friendly and fair manner, working alongside the key stakeholders where appropriate.
- Track and update customers on order status.
- Coordinate with logistics and warehouse teams to ensure timely delivery.
PEOPLE
- To have an enthusiastic and positive mindset when assisting customers and colleagues.
- Feedback frequently on where you feel we have areas to improve to provide a better customer experience.
- Support the team dynamic with a can-do attitude.
- Foster a culture of openness and shared ownership
PROCESS
- Maintain accurate records of customer interactions and resolutions.
- Update FAQs and support documentation based on common queries.
- Gather customer feedback to enhance website functionality and user experience.
- Support testing of new website features and updates.
- Represent the business in a friendly, confident and professional manner.
- Take ownership of enquiries to the point of resolution or an effective handover where resolution is not possible.
- You should always be looking for the learnings in a situation, with a mindset of understanding why or how we have not offered the experience expected and be confident in suggesting change.
ESSENTIAL
- Strong communication and problem-solving skills.
- Customer-focused with a positive and empathetic approach.
- Ability to multitask and manage time effectively
- An enthusiastic and positive approach mindset.
- Basic technical knowledge of websites and e-commerce platforms.
Diversity, Equity and Inclusion
At Topps Group we believe that diversity isn’t just a box to tick. We are committed to creating an authentic ‘One Topps’ culture, where our colleagues feel included and supported regardless of who they are or where they are from
We actively welcome applications from individuals of all races, ethnicities, genders, sexual orientations, abilities, ages, religions, and socio-economic backgrounds. If you need any adjustments during the recruitment process, just let us know—we’re here to support you.
Join us in shaping a culture where inclusion is more than a policy—it’s a daily practice.