Customer Service Co-ordinator

Co-op; Scunthorpe; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension 10%

Discount on products

Access to Stream

Virtual healthcare

Training & progression

Job summary

Co-op Wholesale is growing fast, and we’re looking for a Customer Service Co-ordinator to join our Partner Support team in Scunthorpe. You’ll look after the daily running of our Helpdesk, manage inboxes and delegate work to ensure a best-in-class service for our wholesale partners.

This full-time role (37.5 hours) is hybrid – spend a minimum of 2 days in the office and work the rest from home. You’ll also work ~2 Saturdays per month and be on a bank holiday rota.

Qualifications

• Experience providing excellent customer service.
• Experience training, mentoring, and/or coaching team members.
• Strong problem-solving skills with ability to manage multiple priorities.
• Ability to create clear, user-friendly process guides.
• Excellent communication and relationship-building skills.

Responsibilities

• Manage the Helpdesk and reception inboxes, delegating tasks effectively across the team
• Handle the more complex issues and queries raised by wholesale partners
• Support the training and development of team members to ensure best practices
• Look after the first stage of product recalls, and document all activity to resolve issues
• Monitor team performance to maintain high-quality service for partners
• Collaborate with DHL to investigate and monitor queries

Skills

Customer service

Mentoring

Problem-solving

Process documentation

Communication

Job description

Customer Service Co-ordinator
£28,574 plus excellent benefits (Work Level 6C)
Full-time, 37.5 hours (Monday to Friday)
Scunthorpe (hybrid working - you'll spend a minimum of 2 days per week in the office, with the remainder of the time from home. You'll work approximately 2 Saturdays per month and be on a bank holiday rota)

Co-op Wholesale is growing, and we're looking for talented people who want to help shape what comes next. As a Customer Service Co-ordinator in our Partner Support team, you'll look after the daily running of our Helpdesk. We'll look to you to manage our inboxes and delegate work effectively across the team, making sure we're equipped with the training and support needed to deliver a 'best in class' service to our wholesale partners.

Why this role matters

Exciting things are happening at Co-op Wholesale. We're growing fast, strengthening our offer for retailers, key accounts, and corporate partners, and we need great people to be part of our journey.

To make this offer the best it can be, we need to make sure we're supporting our partners in the right way, resolving issues and handling queries smoothly and effectively. We're proud of our 97% call pick-up rate, and you'll play a big part in helping us to be even better!

What you'll do

• Manage our Helpdesk and reception inboxes, delegating tasks effectively across the team
• Handle the more complex issues and queries raised by our wholesale partners
• Support the training and development of team members to make sure we're always working in the best way possible
• Look after the first stage of product recalls, and that all activity to resolve these issues are recorded
• Monitor team performance to make sure we're always providing our partners with a high-quality service
• Collaborate with our logistics partner, DHL, to investigate and monitor queries

What you'll bring

We're committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you'll need to bring:

• Experience providing excellent customer service
• Experience training, mentoring, and/or coaching team members
• Great problem‑solving skills, with the ability to manage multiple priorities
• The ability to create clear, user‑friendly process guides
• Good communication and relationship‑building skills

Why Co-op?

At Co-op, we're owned by our members. And because we're owned by you, we can do right by you. So when you join us, you're not just taking a job, you're joining a movement. We're an organisation that puts people and communities first, and we're powered by purpose. We want this to be a place where you can thrive, so you'll also receive:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• Training and support for your development and career progression

A place you'll belong

We're building diverse and inclusive teams that reflect the communities we serve.

We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We're proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we'll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion

As part of your application, you'll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co-op colleague, this does not need to be completed.