Merchant Support Administrator

B&Q; Eastleigh; Hybrid; GBP 60,000 - 80,000; Full time

Job description

About the role

Merchant Support Administrator

Permanent

Up to £35,000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Merchant Support Administrator and you'll be a big part of this.

Key responsibilities

You will act as a link between B&Q and our business partners. Working alongside the Merchant Support Specialists, you will be responsible for providing timely and accurate operational support to Merchants selling on the B&Q platform via our Merchant Support team. Driven by the ambition to consistently deliver an outstanding experience to our business partners, you will be in the front line to respond to operational queries, utilising knowledge of B&Q and Marketplace operations to support Merchants in resolving issues and minimising their impact on Merchant performance. You will be comfortable with problem solving in and around operational issues, delivering great customer service to our Merchants.

Key Accountabilities / Responsibilities:

• Directly communicating with Sellers to unpick and resolve operational problems, utilising knowledge, expertise and internal relationships to ensure timely resolution or escalation and communicating promptly on progress.
• Represents the Marketplace as the Seller contact for Seller Support.
• Maintains a positive and professional demeanour when dealing with Merchants whilst always portraying the company in a positive light
• Learn how our business operates from the ground up, becoming an expert in areas of operation that touch Marketplace to build the knowledge and skills to support Seller queries
• Constitutes and updates internal operational/process documentation. Contribute to achieve the team's Key Performance Indicators to deliver a great Seller experience.

Required skills & experience

Required Skills & Experience:

• Understanding of SaleForce to communicate with customers
• Effective troubleshooting skills, a great problem solver
• Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Self-motivated and eager to learn
• Responsiveness, adaptability and flexibility

What's in it for me?

As part of a great team, you'll be valued for who you are.We're committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact [e-mail] for any recruitment adjustments.