Job Description

ABOUT US

Minerva is an award-winning, family-run business proudly celebrating 26 years in the textile and craft industry. As the UK's largest fabric retailer, we supply a wide range of fabrics, sewing patterns, and craft materials to creative makers and businesses around the world.

We operate through our own website, by phone, and across multiple global marketplaces. At the heart of our success is an inspiring, inclusive community of sewists and makers, and a commitment to providing outstanding customer service.

THE ROLE

We're looking for a dedicated and experienced

Office Manager

to lead our customer care team and ensure the smooth running of our day-to-day office operations. This is a key role within the business and a fantastic opportunity for a highly organised, proactive, and enthusiastic individual to help us grow and continue delivering world-class service to our customers.

You'll be managing a small, friendly team and working closely with senior leadership to support daily operations, improve customer experience, and drive continuous improvement across all platforms.

KEY RESPONSIBILITIES

Lead and support a team of customer care assistants, overseeing daily workload and maintaining an efficient and tidy workspace. Manage customer escalations and resolve complaints with professionalism and empathy. Conduct one-to-one performance reviews with team members and support their development. Identify and implement improvements in customer care processes and policies. Ensure adherence to company procedures and HR policies, including return-to-work meetings and performance management. Liaise regularly with the General Manager, providing updates on team performance, challenges, and opportunities. Contribute to daily customer service tasks during peak periods, covering staff absences and holidays. Oversee and maintain operations on third-party marketplaces (e.g. Amazon, eBay, Etsy, Walmart). Manage the returns and damaged stock process with suppliers. Manage cases and claims as they arise.

WHAT WE'RE LOOKING FOR

Proven experience in office or team management, ideally in a customer service environment. Outstanding communication skills - both written and verbal - with the ability to represent the Minerva brand tone of voice. High attention to detail, particularly in spelling and grammar. Excellent organisational, decision-making, and time-management skills. Confident in using spreadsheets and general office software. A flexible, hands-on attitude - ready to pitch in where needed. Weekend availability for special events (minimum of two weekends per year, usually four days in total). Sewing or craft knowledge is a plus (but not essential), and a willingness to learn is welcomed.

WHY JOIN MINERVA?

Be part of a vibrant, creative business with a global community. Join a close-knit, supportive team with a shared passion for excellence. Opportunity to help shape the future of a growing, innovative company.

WORKING PATTERN

40 Hours Per Week. Monday 07:45-17:15, Tuesday>Thursday 08:45-17:15, Friday 08:45-16:15

PAY AND BENEFITS

Subject to a successful probationary period, starting pay at 30,000.00 per annum rising to 32,000.00 per annum.

We are pleased to offer an annual bonus scheme and a generous staff discount on all products of 25%

Job Type: Full-time

Pay: 30,000.00-32,000.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 08/06/2025
Reference ID: MinervaOFM2025