Senior Customer Service Advisor - E Commerce

Senior Customer Service Advisor - E Commerce

Trax Park, Doncaster

Full time

Location - Trax Park, Doncaster

Salary and Benefits
- Up to £32,250 (depending on experience), plus 33 days holiday (including bank holidays), pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits including cycle to work scheme.

About the Role

We’re looking for an experienced Senior Customer Service Advisor to join our Commercial team in Doncaster reporting to the Head of Customer Service. In this key role, you will act as the primary bridge between customers purchasing via our e-commerce site and our internal operations.

You will be responsible for handling complex order inquiries and escalated customer concerns, while driving process improvements. You will also support the wider team with e-commerce process training and adherence to ensure a consistently positive customer experience.

If you are a creative problem-solver, enjoy working in a collaborative, fast-paced environment, and want to make a real impact on our e-commerce strategy and sales growth—this role is for you.

Key Responsibilities:

As part of your key responsibilities, you’ll:

• Work collaboratively on the development and execution of the e-commerce strategy to align with the company's growth objectives and sales targets in the rail sector.
• Develop and implement initiatives to drive traffic, conversion, and revenue growth through online sales channels.
• Ensure that the online user experience is optimised, with a focus on functionality, ease of use, and customer journey improvements.
• Monitor sales performance, analyse online sales trends, using skills and knowledge to present data-driven strategies to improve sales performance.
• Collaborate with the marketing team to create and execute online marketing campaigns that drive traffic to the e-commerce site, including SEO, SEM, email marketing, and social media.
• Monitor customer feedback and work with the wider business to resolve any issues related to the e-commerce platform.
• Ensure a seamless, user-friendly, and efficient online shopping experience for customers.
• Work closely with the operational, product, logistics, and IT teams to ensure that online orders are fulfilled accurately and on time.
• Regularly report on key performance metrics (KPIs), including sales, conversion rates, traffic, customer acquisition costs, and customer lifetime value using existing reporting platforms.
• Provide insights and recommendations to senior management on improving e-commerce performance and addressing operational challenges.
• Stay up to date with the latest trends, technologies, and best practices in the e-commerce and rail sectors.
• Suggest new features, services, or technological advancements that can enhance the e-commerce platform and improve sales performance.

About you:

We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!

• Strong communicator with excellent interpersonal skills, enabling you to build collaborative relationships in a fast-paced, cross-functional environment.
• Strong analytical skills to analyse e-commerce data and metrics to identify opportunities for growth and improvement to support decision making.
• Highly organised and detail orientated with the ability to manage multiple projects and customers simultaneously, including developing detailed project plans to support customer retention and growth.
• A solid understanding of e-commerce platforms and website analytics tools is essential, and experience with platforms like Shopify, Magento, or similar CMS/CRM systems is highly desirable.
• Results-driven with a strong focus on achieving business and sales goals.
• Knowledge of the rail industry would be a distinct…