Hornby Hobbies Ltd
Customer Service Executive (Airfix, QuickBuild and Humbrol)
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Role purpose
Support in delivering events and day-to-day customer care across Airfix, QuickBuild and Humbrol. Support the planning and on-the-ground delivery of trade and own the customer inboxes so every modeller who reaches out gets a fast, helpful, on-brand response.
Key responsibilities
Customer queries and inbox management
- Manage the customer-facing inboxes across Airfix, QuickBuild and Humbrol, responding to product queries, order issues and general questions in brand voice and to agreed service standards.
- Escalate complex or commercial issues to the right team and own the resolution back to the consumer.
- Maintain a working knowledge of the product range, current campaigns and ongoing community conversations to give accurate, helpful responses.
- Gather feedback at events and in the inbox, collating themes and reporting back.
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Reporting and admin
- Maintain query logs, response time tracking and consumer satisfaction reporting.
- Provide regular feedback to the Development team on product issues to enable continued quality improvement.
Events
- Attend events as a brand representative, supporting set-up, engaging customers and owning post-event follow-up.
- Transport stand equipment, stock and samples to and from venues, including driving a company van.
- Track event performance – footfall, leads, sales, member sign-ups – and report back with recommendations for the next one.
What we’re looking for
Experience
- 1-3 years in customer-facing role.
- Experience handling consumer queries in writing.
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Skills
- Strong organisational skills
- Excellent written communication, clear, warm and on-brand.
- Confident face to face – comfortable running a stand and talking to consumers all day.
- Genuine empathy and patience with consumers.
- Comfortable juggling events, inboxes, brands and competing deadlines.
- Comfortable identifying problems and proposing improvements, not just executing.
Practical requirements
- Full UK driving licence, held for a minimum of two years.
- Willing and confident to drive a long-wheelbase van — stand kit and stock travel to shows by van, so you will need to be eligible for cover under our company vehicle insurance policy.
Salary: £26,000 - £32,000
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