Closing date: Monday 29th July 2024Welcome 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.
About the opportunity:
- Working in the Digital Operations team you'll collaborate with various teams across the business including Category, Supply, Logistics, IT, Store Operations, Marketing, and the CSC. You be involved in everything from troubleshooting website issues, and managing online fraud risk, to analysing data to gain insight into how we can make the service better.
- You will work cross functionally with various teams and stakeholders across the business, also working closely with our third-party suppliers.
- You will be a key contact for a range of teams, identifying and fixing issues, resolving queries and providing advice to our Customer Support Centre.
- 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.
- You will be responsible for completing daily reports and analysis on customer orders, and 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.
- Review and analyse customer returns to ensure they are in line with our returns policy.
About you
- You will have an inquiring mind, be pragmatic, and hold a strong passion for Digital, with a customer first mentality and experience working in a digital environment.
- Be able to identify patterns and trends from data reporting, be comfortable to ask questions and challenge the numbers.
- 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, a structured approach, and a desire to improve business processes will be some of your core skills.
- You will need strong numeracy skills, be comfortable with data and the ability to analyse it, understand what it is telling us and socialise the insights. 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.
Our benefits
- Generous staff discount including enhanced discounts on Boots brands and Boots Opticians
- Excellent onsite facilities including staff shop, opticians (including free eye tests for team members), gym, cafeteria, outdoor seating spaces and dry cleaning service
- Travel links including on campus bus stops, parking and close to train and tram links
We have a great range of benefits in addition to the above that go beyond salary and offer flexibility to suit you; click here to view our full list of company benefits (all rewards and benefits are subject to change and eligibility).
Why Boots
We're always looking for people who care; people who go the extra mile to change things for the better. You'll be joining a company that is evolving and always looking to improve. We foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we can change for the better. To find out more about life and careers at Boots, click here.
What's next
If your application is successful, our recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email. We are always open to discussing possible flexible working options and what this may look like for you, including job share and reduced hours. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to enable you to be at your best.