Job Description

As a Receptionist & eCommerce Customer Support Advisor, you’ll be the friendly face welcoming visitors to our offices and the helpful problem‑solver supporting our online customers. Working closely with colleagues across the business, you’ll deliver a high‑quality, consistent service across multiple channels, helping ensure every interaction is positive and professional.

You’ll play a key role in maintaining strong service levels while supporting continuous improvement across the customer journey. From greeting visitors to resolving customer queries, you’ll help create a seamless and supportive experience that reflects the Hallmark brand.

Your Responsibilities

• Welcome visitors to the Hallmark offices, providing guidance on arrival and ensuring colleagues are notified appropriately.
• Respond to customer enquiries promptly and effectively, maintaining service levels and delivering a positive experience.
• Support customers across email, phone and social media channels, ensuring consistency in communication.
• Acknowledge and resolve customer queries and complaints with empathy and professionalism.
• Manage customer issues including refunds, returns and reviews, ensuring they are handled efficiently.
• Build strong product knowledge to confidently support and guide customers.
• Maintain accurate records of customer interactions, feedback and resolutions.
• Collaborate with internal teams to coordinate updates, share insights and resolve queries.
• Escalate feedback and issues to relevant teams to support improvements in products and services.
• Contribute to continuous improvement by identifying opportunities to enhance processes and customer experience.
• Support a customer‑first culture, ensuring all interactions are professional, patient and high‑quality.

Your Accountabilities

• Delivering consistent, high‑quality customer support in line with service level expectations.
• Maintaining accurate and up‑to‑date records of customer interactions and issues.
• Supporting efficient handling of customer queries, refunds and returns.
• Contributing to continuous improvement of processes and customer experience.
• Acting as a reliable first point of contact for visitors and customers.

To Be Successful You Will Need

• Confidence using Microsoft Office tools, including Excel, Word and Outlook.
• Strong organisational skills and the ability to manage multiple tasks effectively.
• A positive, empathetic and professional approach when supporting customers.
• Strong communication skills, both written and verbal.
• The ability to handle a wide range of customer queries and deliver timely resolutions.
• Excellent listening skills and a natural ability to build rapport and trust.
• A proactive, solution‑focused mindset with strong problem‑solving capability.
• High attention to detail and accuracy in all tasks.
• A flexible, “can‑do” attitude and the ability to stay focused in a busy environment.
• A strong commitment to delivering high‑quality work and customer satisfaction.

Based at our Dawson Lane site in Bradford, close to key motorway links you’ll be able to take advantage of:

• Competitive salary
  
• 26 days holiday plus bank holidays
• Health cashback scheme
• Pension benefit
• Requirement to be in the office 5 days per week
• Free onsite parking
• A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance

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