Digital Operations Assistant, boots.com - Boots UK

Job reference: 140941BR Previous
Location: Nottingham Support Office
Function area: E-Commerce
Shift pattern: Full-time
Contract type: Fixed Term
Hours per week: Over 35 hours per week
About Boots:

Boots is the UKs leading pharmacy-led health and beauty retailer. With over 2500 stores in the UK our purpose is to help our customers look and feel better than they ever thought possible. Boots UK is part of the Retail Pharmacy International Division of Walgreens Boots Alliance, Inc, the first global pharmacy-led health and wellbeing enterprise.

Overview of the role:

Welcome to the Boots.com team – an exciting team within Boots UK which is at the heart of our growth plans as more customers look to us for online help, advice and shopping inspiration, as well as of course the best Boots products, prices and offers.

As customers are changing, so are we: focusing on really understanding our customers’ needs and making the most of our great products and services to optimise the online shopping experience and drive growth.

Working in the Digital Operations team you’ll collaborate with various teams across the business including Category, Supply, Logistics, IT, Store Operations, Pharmacy, Marketing, and the CSC. You’ll monitor, manage and coordinate the operational delivery of our online customer offer.

You be involved in everything from troubleshooting website issues, and managing online fraud risk across our Retail and Pharmacy websites, to analysing data to gain insight into how we can make the service better.
You’ll have a passion for getting it right for our customers, an eye for detail, and a pragmatic approach.

Your Responsibilities:

• You will be part of a flexible shift based team which provides expertise and support every day of the week, including bank holidays and weekends.
• Work cross functionally with various teams and stakeholders across the business, also working closely with our third-party suppliers.
• Review and analyse online orders for any potential fraudulent activity protecting the business from any financial loss, defending chargebacks and customer disputes across our Retail and Pharmacy websites.
• Supporting and managing investigations into orders, incidents and issues raised.
• Provide management information, analysis and insights into key areas of the digital journey, from placing orders through to delivery to customers and online returns, looking at ways we can continuously improve our customer offer.
• You will be responsible for completing daily reports and analysis on customer orders.
• You will be a key contact for a range of teams, identifying and fixing issues, resolving queries and providing advice.
• Review and analyse customer returns to ensure they are in line with our returns policy.
• Support our customer contact centre with any queries or issues relating to boots.com.
• Manual charging and processing of any stuck orders
• Managing a shared mail inbox, responding to queries from colleagues and our third-party partners.

Our ideal candidate:

• You will have an inquiring mind, be pragmatic, and hold a strong passion for the business.
• Be able to identify patterns and trends from data reporting, be comfortable to ask questions and challenge the numbers.
• You will enjoy change, and have the personal strength and confidence to ride the highs and lows of a dynamic business.
• Be a self-starter, taking ownership of your own workload, demonstrating a clear understanding of what you are doing and why.
• You will need to possess excellent verbal and written communication skills, be confident to work with numerous teams across the business and be proficient in the use of Microsoft Office, technically savvy to use multiple different systems.
• Problem solving, attention to detail are, a structured approach, and a desire to improve business processes will be some of your core skills.
• You will need strong numeracy skills, be really comfortable with data and the ability to analyse it, understand what it is telling us and socialise the insights
• Complete repetitive tasks to the same high standard every time
• Working to tight deadlines under pressure to meet the needs and demands of an online business. You will be required to work and make decisions at pace.
• You will be flexible to cover working evenings and weekends to meet the business needs.

What's in it for you:

Being at the heart of Boots’ online proposition, you will have the opportunity to work with numerous stakeholders across the business. You will develop expertise in the end to end digital journey, building excellent foundations for career progression

Plus the following great benefits:

• 25 days annual leave, plus statutory bank holidays (typically 8 per year)
• Annual discretionary bonus plan
• Generous staff discount scheme
• Additional discount with Boots Opticians, including on frames and contact lenses
• Competitive company pension scheme (both AHBRSP and auto-enrolment schemes available)
• Flexible benefits scheme available ranging from private medical insurance, holiday buying, gym membership, cycle to work scheme and many more
• Various corporate discounts available
• Onsite Staff Shop, Opticians, Gym, Costa, Canteen, Dry Cleaning and Cash Point
• Employee Assistance Programme – a free, independent, confidential support and counselling service; 24 hours a day, seven days a week
• Boots Benevolent Fund - a registered charity that can offer support to eligible current and former colleagues in the UK, as well as their immediate relatives and dependants, at times of financial hardship