Job Description

Role:

Ecommerce Customer Service Administrator (36.25 hours per week)

Reporting to:

Customer Service Operations Manager

Location:

Head Office, 1 Clarence Street, Belfast, BT2 8DX

Join our growth journey as an Ecommerce Customer Service Administrator!

Step into a key role where customer service meets ecommerce operations.


As our Ecommerce Customer Service Administrator, youll be central to ensuring a smooth and efficient online experience for our customers.


We pride ourselves on delivering exceptional customer service, and in this role, youll be the friendly voice for our online community, someone who genuinely cares about people and takes pride in making every interaction count.


From assisting with customer queries through our support platform to supporting order processing and fulfilment tasks, youll play a vital part in maintaining a seamless ecommerce journey. Whether youre resolving a query, guiding a customer through their order, or sharing insights to help us improve, your passion for service will shine through.


Youll work closely with the Customer Service Operations Manager and collaborate with our ecommerce and digital marketing teams to ensure customer feedback drives continuous improvement. In addition to customer support, youll also provide administrative support to the wider ecommerce team, including account administration and contributing to broader tasks across the group.


If you love connecting with people, thrive on variety, and want to be part of a team that values creativity and collaboration, this could be the perfect fit.

Why you'll love this role

Make an impact

: Youll be the friendly voice behind our online experience, helping customers feel supported and valued

Creative problem-solving:

Use your initiative to find smart solutions and improve how we do things, making a real difference to our service

Collaborative culture

: Work alongside passionate teams in marketing, and operations who are all committed to success

What you'll be doing

Handling customer service enquiries from various channels, including websites, social media, marketplaces, email, telephone and live chat Maintaining our high standard of customer service and service ratings Resolving customer complaints and issues in a timely and professional manner Providing information on products advice (training and support will be provided) Working across the business to resolve issues and provide feedback to improve our services Provide comprehensive administrative support to the ecommerce team, including account administration, while also assisting with wider administrative tasks across the company Handling reporting and processes through Microsoft Office

We are looking for someone who:

Has a genuine passion for delivering exceptional customer service Thrives in a fast-paced, continuously improving environment Stays calm and effective under pressure Is confident in multitasking and resolving issues independently Brings forward ideas and enjoys collaborating with others

The essentials

We dont need you to be an expert on everything, but these are the must haves:

A minimum of 2 years experience in a customer service role, ideally within an ecommerce or multi-channel environment A minimum of 1 years experience within administration or in a role involving administrative tasks The ability to manage customer queries and complaints in a professional, empathetic and solution-focused manner A professional telephone etiquette Clear and confident communicator, both verbally and in writing with a high standard of spelling and grammar A positive, can-do attitude and a passion for delivering excellent customer service Highly organised with the ability to prioritise effectively A proactive approach to problem-solving and improving processes Confidence while working independently and as part of a team Proficiency in Microsoft Office tools (e.g. Outlook, Excel, Word)

Desirable

Alongside the core skills and experience, there are a few qualities that we know help people thrive in our business. So ideally you would have:

Familiarity with digital customer service or ticketing systems (e.g. Zendesk, Freshdesk, HubSpot, etc) Experience working with ecommerce platforms (e.g. Shopify, WooCommerce, Amazon Marketplace) Understanding of or interest in garden care or outdoor products, particularly lawn care Experience supporting or working alongside digital marketing teams or knowledge of customer feedback loops A track record of contributing to service or process improvements in a previous role Knowledge of order processing and ecommerce fulfilment workflows

Whats it like to work with us?

Our

Ways of Being

define the culture of how we work and how we succeed together. From day one, youll be immersed in these behaviours and encouraged to live them every day.

Be Your Brilliant Best

Champion your own growth, embrace self-improvement, and bring your best self to work every day. Build your capability, strengthen your resilience, and shine in everything you do.

Inspire & Lift Each Other

Were stronger together. Support your teammates with empathy, celebrate their wins, and bring a great attitude to every interaction.

Embrace Possibility

Stay curious, be bold, and keep learning. Share your expertise, explore new ideas, and take brave steps forward.

Who we are:

Founded in 2003 and 2015 respectively, Lawnsmith and The Grass People are two of the UKs leading lawncare ecommerce brands. Built on quality, expertise, and a passion for great customer service, our products have earned a loyal following and a vibrant community of garden lovers. Over the years, our brands have been featured by the BBC, Elle, The Guardian, The Times, The Express, Country Living, and more - a reflection of the trust and recognition weve built in the market.


Were part of the wider Openfolde group, a 200-year-old company founded in Belfast, giving us deep roots and stability in changing times.


As a small, lean team, we value people who take ownership, embrace change, and contribute fully. Not everything is mapped out, so youll need to be comfortable prioritising and helping shape how we work. We foster a culture of continuous improvement, open feedback, and mutual respect and where every voice matters and egos are left at the door.

What you can expect when you join us:

A competitive salary of 25,000 per annum 32 days holiday (including statutory days) increasing with years service Company pension contributions increasing with years' service Higher than average Death in Service payment Comprehensive training and development to get you up to speed in your role and beyond The opportunity to grow your career and develop personally Long service holidays and awards A bright modern office with collaborative spaces and employee social areas Onsite gym with shower rooms Cycle to Work scheme Break-out area with games Free tea, coffee and fruit

At the end of your probationary period, you will have access to:

Cash Plan Healthcare scheme Our benefits platform, with hundreds of discounts, rewards, and offers The option to work from home one day a week

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