Customer Satisfaction Coordinator

Radwell; Newcastle upon Tyne; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid working policy

25 days annual leave

Bank holidays

Private health/medical insurance

Life assurance

Wellbeing & mental health support

Free tea/coffee

On-site parking

Employee engagement & volunteering

Job summary

Radwell is hiring a Customer Satisfaction Coordinator in Newcastle-under-Lyme, UK. The role focuses on delivering exceptional customer service, expediting orders, managing returns, and collaborating across teams to resolve issues efficiently.

You will join a dynamic Customer Relations team, with training during probation and ongoing development opportunities, supported by employee benefits and a commitment to wellbeing.

Qualifications

• 5 GCSEs A*-C, including English, or equivalent qualifications.
• Office-based customer service or order management experience.
• Strong attention to detail and accuracy when recording information.
• Excellent written and verbal communication skills, with professional tone.
• Ability to collaborate across departments to ensure customer satisfaction.
• Proven ability to manage multiple tasks and meet tight deadlines.
• CRM experience is a plus.

Responsibilities

• Expedite orders by tracking and updating customers on open orders.
• Record changes by logging delays, discrepancies, and cancellations.
• Respond quickly to enquiries via phone and email in line with SLAs.
• Process returns including credits, repairs, and warranty cases.
• Coordinate across teams with various internal departments across sites.
• Manage warranties by arranging evaluations, repairs, and replacements.
• Follow up on returns; monitor, document, and close out returns.
• Ensure customer satisfaction and escalate issues when needed.
• Stay organised with inbox management and archived communications.
• Suggest process improvements using customer feedback.

Skills

Customer service

Order management

Attention to detail

Communication

Collaboration

Multitasking

Follow-up

CRM

Education

GCSEs A*-C (English included)

Tools

CRM

Job description

Category: Customer Service, Credit & Collections, Admin

Job Location: Newcastle Under Lyme, STS, GB

Position Type: Full-Time/Regular

Customer Satisfaction Coordinator

Newcastle-under-Lyme, UK

Are you looking to advance your career within Customer Relations? If so, we are currently recruiting for a Customer Satisfaction Coordinator to make an impact in our growing Customer Relations team!

The Opportunity

Benefits

• A salary of £27,500.00
• A hybrid working policy (after successful completion of probationary period and initial training)
• 25 days of annual leave, plus bank holidays
• Private Health/Medical Insurance and Health Cash Plan
• Life Assurance
• Access to our benefits portal with a wide range of offerings from high street to local discounts
• A company passionate about wellbeing: 24/7 free EAP helpline and access to trained Mental Health First Aiders.
• Free tea and coffee
• Free on-site parking
• Celebration of National Engagement Days such as Employee Appreciation Day, a company passionate about supporting charitable and community work.

As Customer Satisfaction Coordinator, you will gain invaluable insight and experience within a hard-working Customer Relations team who have a demonstrable daily impact on a growing organisation. Radwell is committed to providing our employees with learning opportunities, both inhouse and externally, so you can make the most of your role and actively contribute to the success of our business. If you’re looking for a fast-paced customer-focussed role where you can build valuable skills, grow your expertise, and contribute to a supportive team, this could be the opportunity you’ve been waiting for.

The Role

As Customer Satisfaction Coordinator, You Will Participate In All Aspects Of Customer Service And Problem Solving. Working In a Fast-paced And Multi-faceted Manner, You Provide Excellent Customer Service To Get Them Back Up And Running As Quickly As Possible. In Addition, You Will

• Expedite Orders – Track and update customers on open orders.
• Record Changes – Log delays, discrepancies, and cancellations.
• Respond Quickly – Handle enquiries via phone and email in line with internal SLAs.
• Process Returns – Manage credits, repairs, and warranty cases.
• Coordinate Across Teams – Work with various internal department across our global sites.
• Manage Warranties – Arrange evaluations, repairs, and replacements.
• Follow Up on Returns – Monitor, document, and close out returns.
• Ensure Satisfaction – Resolve issues and Escalate when needed.
• Stay Organised – Maintain organised inboxes and archive communications.
• Improve Processes – Use customer feedback to suggest and support improvements.

About You

Being a proactive problem-solver, and with a strong attention to detail, you will bring your previous office-based customer service or order management experience to the position, meaning the in-depth training you receive from us will be bolstered by your own knowledge and experience. Furthermore, you will have:

• 5 GCSEs A*-C, or grade 5 or above (must include English) or equivalent qualifications.
• Office-based customer service or order management experience.
• Strong attention to detail and accuracy when recording and updating information.
• Excellent written and verbal communication skills, with the ability to respond professionally across phone and email.
• Ability to work collaboratively with other departments to ensure customer satisfaction.
• Proven ability to manage multiple tasks, prioritise effectively, and meet tight deadlines.
• Strong follow-up skills and persistence in resolving issues to completion.
• Strong computer proficiency with the ability to quickly learn new systems and tools. Experience with a CRM is a plus but not essential.

Also, if you speak any languages other than English at a fluent level, that would be advantageous to your application; Radwell operates internationally, so any other languages you can speak will always be helpful in this role.

About Radwell

As the world's leading provider of spare parts and repair solutions in industrial electronics, robotics, and automation, Radwell has been supporting our customers in maintaining their systems for more than 40 years. Thanks to our constantly growing stock of currently more than 35+ million parts globally, and decades of cooperation with well-known manufacturers, our customers benefit from comprehensive solutions and fast response times. With an international footprint, and headquarters in New Jersey, USA, our people work collaboratively across borders. To ensure we all thrive at Radwell, we constantly invest in our people and provide a safe, happy and rewarding workplace for each and every person.

Join Our Diverse Team

Radwell International is an equal-opportunity employer and welcomes applications from candidates of all backgrounds. We believe that a diverse workforce is essential to our success and invite individuals who share our commitment to diversity and inclusion to join us in our mission to deliver innovative solutions and exceptional service to our customers worldwide.

Inclusion is at the heart of everything we do at Radwell International. Come be a part of our diverse and dynamic team!