Customer Service Co-ordinator

Liberty Wines Ltd; Clapham; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holiday pro-rata

Company pension matching 5%

Enhanced maternity leave 18 weeks

Paternity leave 4 weeks

Employee Assistance Programme

Birthday day off

Travel insurance

Discounts on retail, wellbeing, tech,과

Wine knowledge development via Liberty

Job summary

Liberty Wines Ltd in London is seeking a Customer Service Coordinator to act as the primary contact for customers, handle orders, and resolve inquiries with professionalism. You will support the end-to-end order process from entry to delivery, ensuring accuracy and timely communication.

The role emphasizes clear communication, strong attention to detail and problem solving, with a desire to learn about wine and grow within a friendly team.

Qualifications

• Experience in customer service or order processing.
• Excellent written and verbal communication.
• Attention to detail and accuracy with IT aptitude.
• Able to learn new systems and work collaboratively.

Responsibilities

• Act as first point of contact for inbound customer calls about orders, deliveries, products and accounts.
• Support order placement and amendments, investigate and resolve issues, escalate when needed.
• Process wine orders accurately with correct products, quantities and delivery details.
• Provide product and stock information, confirm orders and communicate timelines by phone and email.
• Build strong customer relationships through responsive, professional service.
• Handle returns, credits and replacements per procedures.
• Collaborate with Sales, Warehouse and Distribution teams.

Skills

Phone handling

Communication skills

Attention to detail

IT skills

Team player

Wine knowledge

Learning ability

Job description

The Customer Service Coordinator plays a key role in delivering best-in-class customer service, acting as the primary point of contact for customers via inbound phone calls,assisting with orders, product enquiries, delivery updates and issue resolution.

The role supports the end-to-end order process from entry through to delivery, ensuring orders are processed accurately and customer queries are resolved quickly and professionally. Strong communication, attention to detail and problem-solving skills are essential to maintain a high standard of customer service.

Key responsibilities

• Act as the first point of contact for inbound customer calls, managing a high volume of calls relating to orders, deliveries, products and account queries
• Provide end‑to‑end customer support by assisting with order placement and amendments, investigating and resolving customer issues where possible, and escalating complex cases to the appropriate internal teams when required.
• Process wine orders accurately, ensuring correct products, quantities and delivery details
• Provide accurate information on products, stock availability and delivery schedules and communicate order confirmations, stock updates and delivery timelines via phone and email
• Build strong customer relationships through responsive and professional service
• Process returns, credits and replacements in line with company procedures
• Collaborate proactively with internal departments such as Sales, Warehouse and Distribution teams

About you

• Previous experience working in a similar customer service or order processing role
• Loves answering the phone!
• Excellent written and verbal communication skills and able to build good working relationships
• Reliable, positive and pro‑active with the ability to prioritise and take ownership of issues
• Enjoys working collaboratively as part of a team
• Exceptional attention to detail and accuracy along with strong IT skills
• Ability to learn new systems
• A little bit of wine knowledge would come in handy!

What you can expect

This is a fixed term role until 31st January 2027.

• 25 days holiday excluding public holidays pro-rata'd
• Company pension scheme matching up to 5% of contributions
• 18 weeks enhanced maternity leave and 4 weeks paternity leave.
• Employee Assistance Programme
• Birthday day off
• Travel insurance
• Retail, wellbeing, technology, and travel discounts

Liberty Wines is an award-winning company and accredited by Investors in People which offers excellent opportunities for training and development alongside a great working environment (and an even better coffee machine).

We encourage all our employees to further their wine knowledge through our in-house Liberty Wines Academy and WSET (Wine & Spirit Education Trust) courses alongside building skills and experience over the course of their professional development.

Liberty Wines celebrates diversity, and we are committed to creating an inclusive environment where everyone feels comfortable to be themselves.

The role is closing end of day 25th October

Please note that we are looking for someone to be able to start immediately.