Customer Support Administrator - #2172389

Customer Support Administrator

Role Profile

Reports to:        Customer Experience Manager

Location:            Glasgow, office based

Salary:                 Dependant on experience

Hours:                  42.5 hours per week (8.30am to 5.30pm)

Company Introduction

Trespass is a leading outdoor clothing and equipment brand known for its commitment to performance, quality, and affordability. With over 300 retail stores worldwide and an established web presence in the UK along with exciting opportunities to further expand into Poland, Canada and Germany, Trespass designs gear to suit everyone from casual adventurers to serious outdoor enthusiasts. The brand offers a wide range of products, including waterproof jackets, ski wear, hiking boots, and camping gear — all engineered to withstand the elements while offering comfort and style. Trespass prides itself on innovation and accessibility, making the outdoors open to all.

Role Overview

Due to the continued growth across both domestic and international e-commerce channels, we’re seeking to further strengthen our team with the introduction of an additional Customer Support Administrator. 

Could you be who we are looking for?

The successful candidate is likely to have/demonstrate:

• Experience of working in a customer service role
• Excellent interpersonal and communication skills both at a written and spoken level
• Confidence in handling customer complaints, providing appropriate solutions and/or alternatives within time limits following Company policies and procedures
• Experience in recording of all customer interactions, meeting pre-set Quality targets
• Manage end to end customer experiences
• Ability to identify improvement opportunities to ensure processes and tools are effective and efficient
• Strong analytical skills with experience of MS Excel and content management systems
• Self-motivated with strong personal time management & problem solving skills
• Excellent Team player
• Can do attitude with a flexible approach to the role
• Multiple language skills will be treated as an advantage. 

Core responsibilities of this role include:

• Delivery of excellent customer service on each and every call
• First point of contact for customer escalations and complaints
• Processing customer returns and exchanges
• Order processing and administration

Working for Trespass

• You will receive 30 days holiday (increasing to 32 by 2 years’ service) to ensure you keep a healthy work-life balance and have lots of exciting plans in place to look forward to
• Benefit from our corporate discounts for you, your friends and family, making the most of the great outdoors
• Relaxed dress code
• Free parking as there is nothing worse than parking metres and additional costs, meaning…. buy the coffee!

We want like-minded, committed individuals to join us and be part of our continued success so if this sounds like a good fit for you then we welcome you to apply.  

Salary information will be determined by experience and fit and decided at point of offer, however, if you have any questions relating to this, please get in touch.