Customer correspondence and care

• Monitor designated customer-service inboxes and ensure enquiries are acknowledged and directed to the correct person.
• Respond to routine customer correspondence using agreed company templates and tone of voice.
• Track outstanding customer enquiries and follow up with stores to make sure nothing is missed.
• Coordinate approved customer-care gestures such as flowers, cards, gifts or vouchers.
• Support store managers when a customer has experienced an issue or requires extra care.
• Maintain a record of customer-care gestures, costs and outcomes.
• Help create email templates and automated responses that improve the customer journey without making it feel impersonal.
• Identify repeated questions or issues that could be resolved through clearer communication or improved processes.

Travel and event coordination

• Coordinate travel and accommodation for team members attending buying appointments, trade shows, training days, store visits and company events.
• Research suitable travel options, comparing cost, convenience and cancellation terms.
• Book approved flights, trains, hotels, transfers and parking within agreed budgets.
• Prepare clear travel itineraries containing booking confirmations, timings, addresses and contact details.
• Make restaurant, meeting-room and event reservations where required.
• Check passport information, luggage requirements and other essential travel details with attendees before booking.
• Maintain an accurate calendar of business travel and key industry events.
• Coordinate ticket purchases and registrations for exhibitions, awards, conferences and training events.
• Communicate arrangements and any subsequent changes clearly to everyone attending.
• Keep booking confirmations, invoices and receipts organised for the finance team.
• Assist with changes, cancellations or travel disruptions when required.
• Ensure all significant costs and non-refundable bookings are approved before payment.
• Provide administrative support to the Head of Operations with customer orders and deliveries.
• Double-check order information against signed paperwork and system records before orders are placed, following the company’s order-checking procedure.
• Log deliveries accurately and immediately flag any discrepancies or damage.
• Help maintain clear records of dresses received, outstanding orders and issues requiring follow-up.
• Support stores during especially busy periods or with specific operational projects where required.

Store supplies and inventory

• Monitor and coordinate supplies required across all store locations.
• Maintain agreed minimum stock levels for essential items, including stationery, cleaning products, refreshments, packaging, printing materials and customer-experience supplies.
• Place regular orders with approved suppliers within agreed budgets.
• Ask store managers to complete a weekly stock check and report anything requiring replenishment.
• Track orders and follow up on late, missing or incorrect deliveries.
• Source alternative products or suppliers when required, subject to approval.
• Keep clear records of spending and provide invoices or receipts to the finance team.
• Coordinate the distribution of supplies between stores where appropriate.
• Help prepare additional supplies for events, busy periods, VIP appointments and seasonal campaigns.
• Identify opportunities to consolidate orders, reduce waste and achieve better value across the group.
• Escalate unusual, high-value or unbudgeted purchases to the Head of Operations for approval.

What we are looking for

The successful candidate will be:

• Exceptionally organised and comfortable managing lots of small but important details.
• Proactive, dependable and able to follow tasks through to completion.
• Warm, thoughtful and genuinely interested in looking after people.
• Confident using online systems and learning new software.
• Comfortable working with email, spreadsheets and shared task-management platforms.
• A clear and professional written communicator.
• Discreet when handling employee or customer information.
• Able to work across several different brands, stores and departments.
• Calm under pressure and able to decide what needs attention first.
• Happy working independently while keeping the relevant managers updated.
• Naturally solutions-focused, with an eye for improving systems and processes.

Experience in office administration, people coordination, customer care, retail operations or HR administration would be helpful, but attitude, organisation and attention to detail are equally important.

Measures of success

Success in this role will mean:

• Every new team member is fully equipped and has the correct information and system access before starting.
• Onboarding and leaver checklists are completed consistently.
• Equipment and access records remain accurate and up to date.
• Team birthdays, incentives and recognition moments are never missed.
• Monthly team newsletters are sent on time.
• Customer emails are acknowledged promptly and followed through.
• Approved customer-care gestures are organised quickly and appropriately.
• Routine automations and customer communication templates are kept accurate.
• Order and delivery checks are completed correctly, with discrepancies flagged immediately.
• Managers spend less time chasing administrative tasks and can focus more fully on their teams, customers and sales.

The person we think will thrive in this role

You may be the person who already remembers everyone’s birthday, creates a checklist for everything and spots when something has not been followed up. You enjoy making life easier for other people and take real satisfaction in knowing that everything has been properly organised.

This is not a traditional HR role or a technical IT position. It is a practical coordination role for someone who can bring people, systems, communication and thoughtful customer care together.