Customer Service Coordinator
On-siteNorthampton, England, United Kingdom
Job Summary
Listen to customer inquiries and deliver personalized solutions by investigating root causes and collaborating with logistics and store teams to ensure fair, balanced outcomes. Maintain warm, clear communication throughout the resolution process while identifying recurring feedback themes to drive business improvements and prevent future issues. Navigate challenging conversations with empathy and composure, utilizing CRM tools to make decisions that do right by both the customer and the brand. This role requires a calm, thoughtful approach and strong written and verbal skills, with experience in customer service, retail, or hospitality preferred. Based in Northampton, the position involves rotating shifts between 8:00 AM – 5:00 PM and 10:00 AM – 7:00 PM, including one Saturday in four.
Required Qualifications
- A background in customer service, retail, hospitality, or contact centres
- Confidence in using CRM tools
- Location: Northampton (5 days/week on-site during probation, transitioning to a hybrid model post-probation)
- Shift Patterns: Rotating between 8:00 AM – 5:00 PM and 10:00 AM – 7:00 PM
- Weekend Schedule: 1 in 4 Saturdays (with a dedicated day off during the week)
Desired Qualifications
- Empathy & Composure: A calm, thoughtful approach when navigating challenging or sensitive customer conversations
- Strong Communication: Exceptional written and verbal skills—clear, professional, and personal
- Problem-Solving Mindset: Confidence in making fair, balanced decisions that do right by both the customer and the brand
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