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The Whisky Exchange

Customer Services Administrator


Apply by 31 May 2020


About The Whisky Exchange

The Whisky Exchange (TWE) is a family business founded in 1999, and has since grown to be the internet’s number-one specialist retailer of whisky and other spirits, serving thousands of satisfied customers every week.

Job Description

Job Title: Customer Services Administrator

Department: The Whisky Exchange

Line Manager: Team Leader

Executive Reporting Line Manager: Operations Manager

Contract Term: Permanent, Full-time

Contracted Hours: This equates to a 40 hour working week, a high degree of flexibility is required in this role.

Overall objective of role

To provide excellent customer service standards, maintaining high customer satisfaction at all times. To act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Due to business requirements, it is expected the role holder to have a high degree of flexibility in order to meet the demands of the role. The role holder must be able to adjust to a broad and fluid set of tasks as requirements change in this progressive company.

Working relationships

  • Warehouse
  • Finance
  • Couriers
  • SDL Group 

Primary Duties and Responsibilities

  • manage high volume of incoming calls from customers within agreed time scales
  • identify and assess customer needs to ensure satisfaction on orders placed
  • liaising with courier companies where service level agreements (SLA’s) have not been met
  • deal with issues relating to damaged products, incorrect orders as well as delayed or lost packages
  • advise and request instruction for all out of stock items
  • follow up on payment issues
  • provide accurate, valid and complete information by using the right methods/tools
  • handle complaints, provide appropriate solutions and alternatives within agreed time scales, ensure complaints are managed through to resolution
  • assist customers on selecting products most appropriate to their needs & occasion
  • upsell products where possible
  • manage customer contact through the medium of telephone calls, electronically and face to face
  • provide pricing and delivery information in a clear and accurate manner
  • perform customer verifications
  • record details of inquiries, comments and complaints, recording details of actions taken and ensure reporting of any issues to the Team Leader
  • ensure necessary and timely communication and co-ordination of customer requirements is dealt with via internal departments
  • follow up on customer reviews through Trustpilot and Google review sites 

Key skills and knowledge:


  • confident telephone manner
  • excellent verbal and written communication skills
  • previous experience of working as part of team in a busy customer service environment
  • demonstrate a tenacious, pragmatic approach to problem solving
  • ability to remain calm under pressure, remaining professional at all times
  • demonstrate a proactive and ‘can do attitude’
  • friendly and tactful personality
  • ability to handle complaints and deal with irate customers
  • planning and organising own work load
  • accurate and detail conscious
  • excellent IT skills including Excel and Microsoft packages


  • experience of using a CMS/ERP system, (Defacto)
  • spirits, drinks background or knowledge of the drinks industry would be advantageous 


A training plan will encompass the following to ensure effectiveness of the employee, and to meet our safety standards:

  • ERP system, (Defacto)
  • other in-house systems
  • manual handling
  • training as required conducted on an on-going basis

Health & Safety responsibilities: Act in accordance with the relevant Health & Safety policies and procedures, adhering to legislative compliance and company requirements