Retail Operations Coordinator

Retail Operations Coordinator

Bracknell

Full-Time

£26,000 per annum + Bonus

We are looking for an organised and proactive Retail Operations Coordinator to join our growing Retail Operations team. Supporting a nationwide network of over 50 stores, you’ll play a key role in helping franchise partners succeed through operational support, stock management, reporting and first-class customer service.

About Fonehouse

We are a fast-growing online retailer, supported by over 50 stores UK wide and a busy call centre in Bracknell. The company operates under an established name which has been trading on the High Street selling mobile phones since the 1990’s. Approaching a customer base of over half a million with our online business equating to over 70% of our sales. We have an employee base of approximately 80 people and have contracts with major network operators. All Retail Franchisees maintain excellent standards of customer service and must consistently hit agreed targets for sales, profit margins and other KPIs. With a growing high street retail presence, we now have a national network of walk-in repair locations supported by online marketing and B2B relationships.

The Role

Ensuring that all Retail Franchisees maintain excellent standards of customer service and operational efficiency. Working closely with Account Managers and Key Stakeholders, this role supports the retail team in delivering an excellent level of service to the Franchise estate by support tickets, phone and email daily, as well as dispatching stock orders, coordinating promotional activities, managing inventory levels, and ensuring compliance with company policies and procedures.

This role offers excellent development opportunities within a growing retail operation, with exposure to franchise management, retail support, systems administration and commercial reporting.

Main Responsibilities:

Maintain all the key relationships with Retail Franchisees and store staff daily with stores, being first point of contact, dealing with queries and questions on daily operations of the retail stores. Liaise daily with Account Managers helping and support with franchisee questions.
Support retail team to undertake auditing activity, ensuring that Retail Franchisees adhere and comply to company rules, compliance, regulations and policies.
Ensure the highest level of customer care by responding and resolving to retail franchise queries in a timely manner via support tickets, email or phone.
Collate, report and monitor on retail franchise activities to provide relevant information to the management team.
Compile and complete partner orders in line with the delegated authority.
Collate, report and monitor stock updates.
Undertake first line support duties for MyFonehouse, Fonehouse Virtue and Retail Hub ensuring that excellent customer service is delivered to clients.
Ensuring that financial processes are adhered to and supporting the purchasing PO schedule.
Maintain all 3rd party access details for retail.

Knowledge Skill and Experience

Essential:

Experience of working within a fast-paced administrative role.
Ability to prioritise and plan workload; work under own initiative.
Ability to impart knowledge, skill and expertise to others in a coaching a supportive way.
High proficiency in Microsoft Office packages.
Professional, able to work under pressure in a fast-paced environment, maintaining focus.
Detail conscious and able to identify missing components of information.
Excellent communication skills both verbally and in writing.
Ability to build effective relationships with a wide range of individuals.

Desirable:

Experience of administration support for multiple stores / franchisee's geographically spread.
Experience within retail, telecommunications, franchising or multi-site operations.

Salary / Benefits / Hours

This is a full-time permanent position, Monday – Friday, 09:00 – 17:30, with rota cover on Saturdays, currently one in five.

Get ready to dial into success and enjoy an array of incredible benefits along the way, including:

Health Care Cash Plan
Employee Discount Scheme offering you discounts with lots of stores
Generous Pension Plan
Above Statutory Holidays
Company Events

If you’re organised, customer-focused and enjoy building relationships while keeping operations running smoothly, we would love to hear from you. Click ‘apply’ now