Retail Support Advisor

About Us

Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector. We work with independent retailers and major convenience store partners across the UK, helping local businesses serve customers online and grow their business..

Our location
This role is based at our Edinburgh Office in Pure Offices Edinburgh Park and is an office-based position.

You'll work 37.5 hours per week on a rota which includes evenings and weekends, so you'll need to be comfortable working different shifts as part of the team.

About the team
You will join our Retail Support team, working closely with Technical Support, Retail Operations, Marketing and Growth teams.

Our Advisors are the first point of contact when our retailers or shoppers need help. But this isn't a traditional call-centre role. Alongside speaking to retailers, you'll be working across several systems, making changes to retailer accounts and menus, investigating problems, managing payments and orders, and deciding when something needs to be escalated.

There can be several things happening at once, so you'll need to be comfortable switching between tasks and priorities throughout your shift.

About the role

Your day could include:

• Handling enquiries from retailers and shoppers by phone, email, WhatsApp and social media.

• Investigating problems and working out the right solution rather than simply following a script.

• Using several internal systems and admin platforms throughout your shift.

• Updating retailer information, opening hours, delivery areas and other settings.

• Making menu and product changes, including deals, stock options and purchasing restrictions.

• Helping with payment, order, account and delivery queries.

• Supporting operational marketing activity, including basic campaigns, coupons, social media and Canva.

• Following important processes accurately, including banking-detail changes and escalation of potential fraud.

• Managing several open queries or pieces of work at the same time and prioritising anything urgent.

• Spotting recurring problems and sharing ideas about how we could solve them more effectively.

What we are looking for:

We're looking for someone who already has experience working in a busy customer, retail, hospitality, operational or support environment.

You'll probably enjoy this role if you're someone who:

• Has experience dealing directly with customers, clients or business partners.

• Is confident speaking to people on the phone as well as communicating in writing.

• Is comfortable using multiple computer systems at the same time and learns new technology quickly.

• Can switch between different tasks without losing track of the detail.

• Can prioritise when several people need something from you at once.

• Doesn't become flustered when priorities change or something unexpected happens.

• Has strong attention to detail, particularly when making changes to systems or handling financial information.

• Likes investigating a problem and finding the answer rather than simply passing it to somebody else.

• Can work independently once trained while knowing when something needs to be escalated.

• Enjoys being part of a busy, collaborative team.

You don't need experience with Snappy's systems, we'll teach you those. What we're looking for is evidence that you've already worked in an environment where you've had to juggle customers, systems, processes and changing priorities.

It would be great if you also have experience in any of the following, but isn't essential:

E-commerce • helpdesk/service desk • CRM systems • order management • payments • Canva

Who you are

• Community: You collaborate and share success with colleagues and partners.

• Be Snappy: You work at pace and adapt to changing priorities.

• Breaking Barriers: You find creative ways to solve problems and open new opportunities.

• Craic on: You enjoy working with a range of stakeholders and bring positive energy to the role.

What’s in it for you

You'll join a growing Scottish technology business and gain exposure to much more than traditional customer service.

You'll learn about e-commerce, retail operations, payments, marketing and technology, while working with teams across Snappy Shopper.

For someone who enjoys learning and taking on responsibility, it's a strong opportunity to build broad commercial and operational experience.

Applying

Please include a short cover note explaining why you are interested in the role and what you would bring to the team. We're particularly interested in hearing about a time when you've had to manage several customers, tasks or systems at once in a busy working environment.

We welcome applications from people of all backgrounds and are committed to inclusive recruitment.

Please note that due to the volume of applications we receive, we’re only able to contact candidates who are selected to progress to the next stage.