Customer Service Coordinator

£20,000 - £35,000

Purpose:

As a Customer Service Coordinator, you will be at the forefront of daily operations within the sales department, where your expertise will be vital in organising and aligning the relationship between pre- and post-sales processes. In this role, you will ensure that all customer interactions are handled efficiently and professionally, contributing to an exceptional customer experience.

We pride ourselves on and are known for delivering excellent sales and aftercare service, therefore this role plays an especially important part in our overall business operations; serving as the representative for our From The Anvil brand. Your knowledge of business principles, sales processes, and customer service methods will be integral in enhancing customer satisfaction, improving service delivery, and driving continuous improvement across the customer service division. You will be responsible for maintaining the high standards of service that our brands are known for, ensuring that customer needs are met promptly and effectively.

Responsibilities:

  • Organise customer service operations, ensuring timely and accurate resolution of customer enquiries via phone, email, chat, ecommerce, or other means of communication.

  • Collaborate with other departments and work with Supervisors and Managers to develop and implement process improvements that enhance overall customer experience.

  • Effectively deal with a variety of customer enquiries ranging from faulty goods to incomplete deliveries, ensuring decision outcomes benefit both the customer and the business.

  • Liaise with couriers to address customer delivery concerns, including delays, damaged items, lost packages, and any necessary replacements or claims.

  • Assist both the Internal and External Sales team with any customer service-related enquiries, ensuring any issues are dealt with thoroughly and efficiently.

  • Escalate complex technical enquiries with the Technical team, using any acquired knowledge to manage similar future enquiries effectively.

  • Have a good understanding of the customer base and market sector to tailor customer needs and provide unique services if required.

Package:

  • £20,000 - £35,000 (Depending on experience).

  • Company-wide bonus scheme.

  • 6-month comprehensive induction.

  • Paid volunteer days with our conservation company.

Career Progression Opportunities:

The natural progression from this role would be to a ‘Customer Service Team Coordinator,’ or an ‘Office Supervisor’ position, but with our unique group structure, we pride ourselves on offering a diverse range of progression opportunities for all. The role of ‘Customer Service Coordinator’ serves as a foundational pillar for gaining in-depth business understanding, where excellence in service processes, strong organisational skills, and agile problem solving, combined with comprehensive knowledge of customer bases, products, and market dynamics will position you for advancement to a senior role within our company. We provide hands-on career progression support for all team members and aim to find a role in which team members enjoy and can thrive, from specialising in a specific area to supporting team members in setting up their own businesses. 

Interested?

Apply below and a member of our recruitment team will reach out for a chat.