Customer Service & Operations Coordinator

FM Conway; Cudham; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Career development

23 days holiday

Life assurance

Company pension

Training opportunities

Discounts program

On-site gym

Restaurant subsidies

24/7 support lines

Mental health support

Job summary

FM Conway is seeking a proactive Customer Service & Operations Coordinator for the Aggregate and Asphalt division. Based at our Sevenoaks head office, you will provide clear delivery updates, manage high call volumes, and actively influence relationships through delivery window negotiations.

In a busy, team-driven environment, you will be responsible for meeting SLAs, coordinating with internal teams, and ensuring smooth service delivery across deliveries and collections.

Qualifications

• Experience in customer-facing roles is desirable.
• Comfortable handling a high volume of calls, emails and orders.
• Able to work in a fast-paced team environment.

Responsibilities

• Proactively influence customer relationships through effective delivery window negotiations.
• Maintain a service-focused approach by being responsive to customer needs.
• Ensure compliance with service level standards and contribute to their improvement.
• Build strong relationships with customers and internal teams to support service delivery.
• Manage time effectively to meet daily and weekly deadlines.
• Work collaboratively to support the team during periods of low resource.

Skills

Phone handling

Customer service

Team collaboration

Multitasking

Job description

FM Conway is looking to recruit a proactive and service-focused Customer Service & Operations Coordinator to join our Aggregate and Asphalt division. As our Customer Service & Operations Coordinator, you'll play a vital role in delivering excellent service by providing clear and timely updates to customers regarding deliveries and collections, managing a high volume of inbound calls and enquiries, and proactively influencing customer relationships through effective delivery window negotiations. This is a full-time, permanent role based from our head office in Sevenoaks, Kent, working Monday to Friday, 6:00 to 14:30.

Responsibilities

• Proactively influencing customer relationships through effective delivery window negotiations
• Maintaining a service-focused approach by being responsive to customer needs
• Ensuring compliance with service level standards and contributing to their improvement
• Building strong relationships with customers and internal teams to support service delivery
• Managing time effectively to meet daily and weekly deadlines
• Working collaboratively to support the team during periods of low resource

What skills and experience do you need?

As our Customer Service & Operations Coordinator, you will be confident on the phone, comfortable working within a fast paced environment and able to work well within a team. Peak times will include dealing with calls, emails and orders therefore, you will need to have a positive hands-on approach. Experience in customer facing roles as well as experience with dealing with a high level of calls is desirable however not essential.

Benefits

• career and professional development
• 23 days holiday plus bank holidays
• life assurance
• company pension
• access to opportunities for internal and external training
• access to a wide range of shopping discounts through our Rewarding Great People platform
• free access to our on-site gym
• subsidised restaurant
• 24-hour advice lines
• support from our mental health first aiders

Company culture

A brief introduction to FM Conway and our Aggregate and Asphalt Division FM Conway is a business of families with over 60 years' experience of creating sustainable and innovative transportation solutions. We pride ourselves on our core values, creating a culture around Care, Innovation, Integrity and Excellence. The heart of FM Conway has, and always will be, its great people and we are always searching for talented individuals to join our family. Our Aggregate and Asphalt division manufactures a range of high-quality products that can be adapted to suit the specific needs of our customers. We recycle highways arisings at our unique static crushing, washing and grading plants. The Recycled Asphalt Product (RAP) is used in our local asphalt plants to supply construction sites across London and Southern England. You will be joining a thriving team who are committed to our vision and continued investment in our self-delivery model.

Closing Details

Closing Date 22/11/2026

Right to work

FM Conway is required to verify the right to work in the UK for all successful candidates. Any offer of employment will be subject to satisfactory right-to-work checks. Please note that FM Conway is unable to provide visa sponsorship for this role. Applicants must therefore have the right to work in the UK without requiring sponsorship from FM Conway, either now or in the future.

Equality, diversity and inclusion

FM Conway is an award-winning equal opportunities employer. We recognise that our workforce should reflect our diverse communities and we are proudly committed to creating an inclusive culture in which we celebrate and value individuals from all walks of life.

We believe in people, not algorithms. That's why every application is personally reviewed by a member of our Recruitment Team - never by AI. We look forward to receiving your application! TPBN1_UKTJ