Customer Service Co-ordinator

TN United Kingdom; Royal Tunbridge Wells; On-site; GBP 25,000 - 30,000; Full time

Job summary

An established industry player is seeking a passionate Customer Service Co-ordinator to join their team in Royal Tunbridge Wells. This pivotal role involves handling customer complaints and escalations, ensuring that all interactions are managed with professionalism and empathy. You'll support the Customer Service Manager in maintaining a customer-first approach and contribute to continuous improvement based on customer feedback. If you thrive in a dynamic environment and are dedicated to delivering excellent service, this is an exciting opportunity for you to make a significant impact.

Qualifications

• Proven experience in customer service or complaints role is essential.
• Experience in handling escalations and resolution management.

Responsibilities

• Support the Customer Service Manager in resolving escalations.
• Maintain a centralized log of customer complaints for compliance.
• Contribute to improving customer service processes based on feedback.

Skills

Customer Service Experience

Complaint Resolution

CRM Systems Familiarity

Strong IT Skills

Attention to Detail

Organizational Skills

Job description

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Customer Service Co-ordinator, Royal Tunbridge Wells

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Client:

Location:

Royal Tunbridge Wells, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

60101e8c0982

Job Views:

3

Posted:

10.05.2025

Expiry Date:

24.06.2025

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Job Description:

Job Title: Customer Service Co-ordinator
Location: Tunbridge Wells
Salary: £25, - £30, per annum + benefits
Hours: Full Time, 9.00am - 5.30pm. Office Based - Monday - Friday

Are you passionate about delivering excellent customer service?

Do you thrive under pressure and have the confidence to handle challenging situations with professionalism and empathy? If so, read on!

As a key support to the Customer Service Manager, you'll play an important role in resolving escalations, handling complaints, and ensuring customer concerns are managed quickly, fairly, and in line with company policy. You'll be the kind of person who takes pride in turning a difficult interaction into a positive outcome.

This role is pivotal in managing customer feedback, identifying areas for improvement, and maintaining a consistent, customer-first approach. The successful candidate will be responsible for ensuring all complaints are addressed efficiently, professionally, and in alignment with the company's values and policies.

Support the Customer Service Manager in the resolution of customer escalations and complex complaints.

Maintain and update a centralised log/database of all customer complaints, ensuring accuracy and compliance.

Provide regular and ad-hoc reports on complaints data, including trends, root causes, and resolution times.

Take ownership of specific customer complaints and ensure resolution in a timely and satisfactory manner, aiming for first-contact resolution when possible.

Liaise with internal teams to gather information and coordinate resolution of complaints.

Ensure all interactions are handled professionally, empathetically, and in accordance with the company's Complaint/Escalation Policy.

Contribute to the continuous improvement of customer service processes and policies based on customer feedback.

Skills Required:

Previous proven experience in a customer service or customer complaints role is essential for this position

Experience handling customer complaints and escalations/resolution management

Familiarity with CRM systems and strong IT skills

Strong administrative skills with attention to detail and organisational skills

Apply today for consideration for this exciting, no two day the same role!

This role is being managed by Debbie Foster - Office Angels - Tunbridge Wells -

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.