Customer Service Coordinator at Wickes

Wickes; Watford; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Competitive bonus

Save-as-you-earn scheme

Private Medical and Life Assurance

Enhanced contributory pension scheme

Colleague discount

Discount platform including savings &

Job summary

Wickes is seeking a customer service role on-site in Northampton. You will listen, advocate, and turn challenging situations into positive experiences, collaborating with internal teams to resolve issues and improve processes.

The role emphasizes empathy, strong communication, and a problem-solving mindset, with experience in customer service or retail and familiarity with CRM tools. On-site probation is 5 days/week, then hybrid thereafter.

Qualifications

• Empathy and composure in challenging customer conversations.
• Clear, professional written and verbal communication.
• Ability to make fair, balanced decisions for customer and brand.
• Experience in customer service, retail, hospitality, or call centers.
• Confidence using CRM tools to manage inquiries.

Responsibilities

• Investigate and collaborate with logistics, store and internal teams to resolve issues.
• Identify patterns in feedback to drive process improvements.
• Maintain warm, clear communication with customers throughout the case.

Skills

Empathy & Composure

Strong Communication

Problem-Solving Mindset

Tools

CRM systems

Job description

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.

• 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:

• Competitive bonus
• Save-as-you-earn scheme
• Private Medical and Life Assurance
• Enhanced contributory pension scheme
• Colleague discount
• 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.

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.