Customer Service Coordinator

Wickes; Northampton; On-site; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Competitive bonus

Private Medical and Life Assurance

Enhanced contributory pension scheme

Discount platform including savings

Job summary

Wickes in Northampton is seeking a Customer Care Advocate to own customer inquiries and deliver an experience beyond the everyday. You’ll listen, advocate and turn challenging situations into positive experiences, building trust and loyalty.

Join our team to provide personalised solutions, collaborate across departments and help refine processes while maintaining clear, compassionate communication with customers. This role offers on-site work with future hybrid options.

Qualifications

• Empathy and composure when handling sensitive customer conversations.
• Clear, professional and personable written and verbal communication.
• Problem-solving mindset for fair, balanced decisions benefiting customer and brand.

Responsibilities

• Deliver personalised solutions and resolve complex issues with warmth and care.
• Investigate root causes and collaborate with logistics, store and internal teams.
• Drive improvements by identifying recurring themes from customer feedback.

Skills

Empathy & Composure

Strong communication

Problem-solving

CRM tools

Customer service experience

Tools

CRM tools

Job description

Join Wickes as a Customer Care Advocate in Northampton!

Are you a natural problem-solver who genuinely loves helping people? At Wickes, we believe every customer interaction is an opportunity to make someone’s day. We’re looking for an empathetic, resolution-focused Customer Care Advocate to take ownership of customer inquiries and deliver an experience beyond the everyday.

What you’ll be doing:

As the voice of Wickes, you won’t just handle basic queries—you’ll listen, advocate, and turn challenging situations into positive experiences.

• Deliver Personalised Solutions: Support our customers through complex issues with warmth, clarity, and care, ensuring every resolution builds trust and loyalty.
• Investigate & Collaborate: Work closely with logistics, store, and internal teams to uncover the root cause of issues and deliver fair, balanced outcomes.
• Drive Business Improvement: Identify recurring themes in customer feedback to help us refine our processes and prevent future issues.
• Build Trust: Maintain warm, clear, and reassuring communication with customers every step of the way.

What we are looking for:

• Empathy & Composure: A calm, thoughtful approach when navigating challenging or sensitive customer conversations.
• Strong Communication: Exceptional written and verbal skills—clear, professional, and personal.
• Problem-Solving Mindset: Confidence in making fair, balanced decisions that do right by both the customer and the brand.

Experience that will help:

• A background in customer service, retail, hospitality, or contact centres.
• Confidence in using CRM tools.

The practical bits:

• Location: Northampton (5 days/week on-site during probation, transitioning to a hybrid model post-probation).
• Shift Patterns: Rotating between 8:00 AM – 5:00 PM and 10:00 AM – 7:00 PM.
• Weekend Schedule: 1 in 4 Saturdays (with a dedicated day off during the week).

What we can offer you:

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. We also have an early careers network to support you if you’re in your first few years of your career. We’ll also equip you with a benefits package that includes:

• Competitive bonus
• Private Medical and Life Assurance
• Enhanced contributory pension scheme
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.

By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.

Our Promise to You:

We aim to create an inclusive workplace where everyone feels at home. As different as we all are, we share a way of being—welcoming new people and ideas, having a can-do spirit, and showing humility. We’ll support you to make the most of your talents and provide a space for you to be valued, rewarded, and supported. By giving you the support you need to do well at work and the flexibility to make life work for you, we are giving you a career that doesn’t put your life on hold.

If that sounds like you, we’ll make you feel right at home.

Join us and be the difference we make!

About Us:

Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues. But it is our culture that is considered our best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.

We aim to create an inclusive workplace with colleagues’ wellbeing at the heart of everything we do.

We’re a Disability Confident Employer and committed to building a diverse workforce that reflects the communities we serve. We welcome applications from disabled people and are committed to providing an accessible recruitment process and workplace for everyone. If you require any support or reasonable adjustments, please let us know here.