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Retail Operations Administrator

Your new role

You and your peers will oversee a cluster of stores within the retail estate or Support Office sales departments and you will work collaboratively with your team and with your cluster teams, having accountability for all administration tasks relevant to your designated cluster.  You will ensure that every customer receives an effective and efficient experience.  In order to deliver our customer journey, accuracy and attention to detail are key in supporting with a variety of general administration duties.  You will support our retail and sales teams in ensuring cash and card reconciliation is accurate and ensure all finance agreements are correctly completed by our customers and Sofologist’s. You will be responsible for oversight and implementation of robust administration procedures to ensure our stores are operationally compliant.

It is imperative that you demonstrate effective communication skills to enable you to properly maintain the organisation of administration tasks across several Sofology stores/departments, have a 'can do' attitude and the ability to deliver the ultimate customer experience every time.

As part of the Retail Operations Administration team, you may be required, at times, to cover other clusters administration, enabling the team to provide effective support to all stores.

The Retail Operations Administrator function operates 7 days a week from 8am - 8pm so some evening and weekend working will be expected on a fair share basis.

As a Retail Operations Administrator, you will be required to visit each store within your cluster a minimum of one day per period, which would be the hours of 9 to 5 within the store. There will be a reasonable allowance for geography within each cluster. When not visiting a store, you will be working from home. 

Please note the following pre assessment criteria is a requirement for all colleagues.

  1. Working from home criteria met

  2. Current UK driving license and access to own vehicle  

  3. Vehicle insurance covering you for business use

What you'll be doing

Post sales administration

  • Providing support to store and support office teams during the processing of customer orders and advising through manual finance applications.

  • Completing and managing the finance tracker tool, acting as liaison with Finance companies and ensuring outstanding issues are addressed for all relevant stores.

Controlling store cash balances

  • Ensuring company processes and procedures are followed for; banking cash into the safe, administering cash floats for customer change and the completion of safe checks.

  • Ensuring relevant stores prepare cash and paperwork for weekly collections from cash in transit company

Reconciliation activity

  • Responsibility for relevant stores undertaking daily and weekly PDQ readings and reconciling the position to Sofology systems.

  • Reconciling stock deliveries and despatches (Ins and Outs) to company records and ensuring discrepancies are addressed.

  • Supporting designated stores with following up on stocktake discrepancies.

Documentation and collateral management 

  • Ensuing store teams maintain store filing systems, archiving in line with company policy and handling sensitive information within your designated cluster.

  • Providing oversight on completion of essential tasks on multiple platforms (AirsWeb etc.)


  • Cascading relevant administration updates to Store Management teams to respond and react to any relevant queries or complaints.

  • Effectively communicating via email, WorkPlace, phone calls and face to face with your cluster stores management and Sofologist teams to ensure that key operational tasks are completed and that key business change is thoroughly coached.

  • Liaising with Store Management and Regional Management to ensure training is provided to stores that require it.

General cluster administration

  • Ordering stationery and store consumables for your cluster ensuring costs are controlled effectively.


Administration of store compliance and procedures 

  • Ensuring the Daily Digital Operations Manual is fully completed in line with company policy and any changes to procedures are notified and evidenced by store colleagues.

Customer service support

  • Supporting store colleagues in providing after-sales customer service including change of addresses, balance payments and booking deliveries escalating to relevant Support Office departments where required.

Handling store / department queries and issues

  • Handling queries and issues via telephone or email, ensuring compliance with company policy including GDPR.  

Issue resolution

  • Ensuring appropriate action is taken to resolve outstanding monies within your region and liaising with head office colleagues to address incomplete actions for transactions on the held orders report.

Store self audits

  • To work with both store and regional management to self audit required areas to ensure constant improvement is achieved.

Maintained accurate store stock records

  • To work with your designated Store Management teams to ensure stock records are accurate and minimise stock loss by assisting with stock takes and B.E.R processes etc.

Skills/experience .....

  • Previous experience of managing administrations tasks within a multi-site model is preferred 

  • Previous Administration experience is preferred.

  • Previous experience of working within a centralised team is preferred.

  • Previous experience of being able to professionally handle incoming calls.

  • Previous experience with cash and card reconciliation is preferred.

  • Excellent organisation skills.

  • Good communication skills both verbal and written.

  • Previous customer service experience.

  • An excellent team player.

  • A UK driving license is preferred

Sofology benefits

  • A great basic salary

  • Professional Qualifications

  • Learning & Development,

  • 30% discount across the group & 15% for friends & family

  • High street Discounts with 100’s of great brands 

  • Contributory Healthcare

  • Pension

  • Your Lawyer

  • Employee Assistance Programme for all colleagues & your household 

  • Enhanced Maternity & Paternity Pay

  • Discuss flexible working & part time opportunities

A little about sofology

Founded over 30 years ago, we're true sofa specialists. So much more than just a piece of furniture, we know that a sofa is the one thing that truly turns our customer's houses into homes.There's a lot at stake when it comes to guiding our customers to make the right choice for them - that's why our customer journey is unique in the sofa market. That means no ‘ends next Sunday sales.

We think choosing a new role and choosing a new sofa have a lot in common. Your old one feels comfy, you're used to it, and you know exactly where you fit. But a new job - or a new sofa - holds so much potential. Pick the right one and you'll never look back. You want to feel comfortable, but with enough going on to keep you right on the edge of your seat. Our team is always growing, and we're constantly shuffling up on the sofa to make room for the newest member of the Sofology family.



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