Customer Service Coordinator

WeBuyVintage; Cambridge; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

4-day week

Bright Exchange discounts

Employee Assistance Programme

Online learning platform

Competitive pay

Growing UK brand

Job summary

WeBuyVintage is hiring a friendly, organised Customer Service Coordinator to own every customer conversation across email, social and messaging. You will respond quickly, manage expectations, and resolve issues with our Buyers and teams to protect our reputation.

Applicants should be experienced in customer-facing roles, with a knack for turning inquiries into bookings and keeping a consistent brand voice across channels. The role offers a 4-day week and competitive pay in the UK market.

Qualifications

• Excellent written English and tone are essential.
• Experience handling complaints and difficult conversations in writing.
• Experience responding to online reviews (Trustpilot/Google) is a plus.
• Proficient with customer service platforms and quick to learn new systems.

Responsibilities

• Manage multichannel inbox: email, WhatsApp, website inquiries, web chat and social media.
• Respond to Trustpilot and Google reviews using our AI platform.
• Assist customers with roadshow and service bookings and expectations.
• Own complaints end-to-end with internal teams to resolve quickly and fairly.
• Maintain a positive customer experience across all channels.
• Help set up and optimize the new customer service platform and knowledge base.
• Track metrics like message volumes and response times; provide feedback.

Skills

Customer facing

Complaint handling

Review responses

Zendesk/Freshdesk

Relationship building

Pattern spotting

Written English

Tools

Zendesk

Job description

About WeBuyVintage

WeBuyVintage is one of the UK’s largest buyers of jewellery, antiques and collectibles. We run more roadshows than any other UK company - over 250 valuation events every month - bringing trusted experts face-to-face with customers across the country.

In three years, we’ve grown from a pub-table idea into an eight-figure business, with a headcount that's grown from 30-120 in the last 2 years, we’re on a mission to make WeBuyVintage a brand everyone recognises.

The Role

At WeBuyVintage, we’re passionate about delivering outstanding customer experiences and for many of our customers that experience starts long before they meet a Buyer. Instead it’s usually an email, WhatsApp message, question on our website or a comment on social media. Once our customers have sold to us, many also share their experience on Trustpilot and Google. As we continue to grow, we’re looking for a friendly, organised and quick-thinking Customer Service Coordinator to own every one of those conversations and look after our reputation online.

Main Tasks & Responsibilities

• Multichannel inbox – email, WhatsApp, website enquiries, web chat, and social media messages and comments (Facebook, Instagram, TikTok and beyond).
• Reviews & reputation – you’ll work with our AI platform to respond to Trustpilot and Google reviews.
• Bookings & enquiries – help customers find their nearest roadshow and understand what we do and don’t buy, so their expectations are managed before they ever arrive.
• Complaints & escalations – own complaints from start to finish, working with our Buyers, Regional Managers, warehouse and finance teams to get answers and resolve issues quickly and fairly.
• Customer experience – some of our customers are selling treasured family pieces, others may have recently lost a loved one. Your job is to be understanding, no matter the circumstances, and show every individual that they can trust us.
• Platform & process – work with your manager to help us set up and get the most from our new customer service platform: saved replies, tagging, FAQs and response-time targets, and keeping our knowledge base up to date.
• Insight & reporting – work with your manager to track message volumes, response times and review scores, and feed back the recurring questions and issues so we can fix them at the source.

Who We’re Looking For

You’ll be someone who loves helping people and takes real pride in getting a reply exactly right first time.

What we’re looking for in this role:

• Experience in a customer facing role
• Experience dealing with complaints and difficult conversations in writing
• Experience responding to online reviews (Trustpilot, Google or similar) is a big plus
• Confident using customer service platforms (e.g. Zendesk, Freshdesk etc…) and quick to pick up new systems
• Able to build strong relationships with colleagues across the business to get customers the answers they need
• Spots patterns in what customers are asking and suggests better ways of working

Qualifications & Experience

Essential

• Excellent written English – spelling, grammar and tone matter in this role
• Highly organised, with the ability to prioritise a busy inbox and never let a customer slip through the cracks
• Calm, patient and empathetic under pressure

Desirable

• Experience setting up or working with a helpdesk platform
• Experience managing Trustpilot or Google Business reviews
• An interest in vintage, jewellery, antiques or cameras

What Success Looks Like

• Every customer gets a fast, friendly reply, whatever channel they use
• Every Trustpilot and Google review gets a response
• Our review scores keep climbing
• Enquiries turn into roadshow and home visit bookings
• Complaints are resolved quickly and fairly – before they become bad reviews
• Our Buyers and teams spend less time answering messages and more time buying
• Customers hear the same WeBuyVintage voice on every channel

What You’ll Get

• 4-day working week (days will vary week on week but fall between Mon - Sat)
• Access to Bright Exchange - enjoy thousands of exclusive employee discounts and perks
• Employee Assistance Programme - confidential, 24/7 support for you and your immediate family, covering work, personal, and home life matters
• On-demand professional development - access to BrightHR’s online learning platform to build new skills and support your career progression
• Competitive pay
• Be part of a rapidly growing, friendly UK brand

The salary for this role is

£28,000

Equal Opportunities

We are an equal opportunities employer and are committed to creating an inclusive workplace. We welcome applications from people of all backgrounds and make employment decisions based on skills, experience and suitability for the role. If you require any reasonable adjustments during the recruitment process, please let us know and we’ll be happy to support you.

Right to Work

Applicants must have the right to work in the UK for the duration of their employment. Unfortunately, we are not currently able to offer visa sponsorship for this role.