Customer Service & Operations Coordinator

FM Conway Ltd; Sevenoaks; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Career development

23 days holiday

Life assurance

Company pension

Training access

Discounts platform

On-site gym

Restaurant subsidy

24-hour helplines

Mental health support

Job summary

FM Conway Ltd is seeking a proactive Customer Service & Operations Coordinator to join our Aggregate and Asphalt division in Sevenoaks, Kent. The role focuses on delivering excellent service by updating customers on deliveries and collections, handling high call volumes, and maintaining strong customer relationships.

The position is full-time and permanent, based at our head office in Sevenoaks, working Monday to Friday, 6:00 to 14:30.

Qualifications

• Confident on the phone and able to handle customer queries calmly.
• Able to work in a fast-paced environment and as part of a team.
• Experience in customer-facing roles is desirable.

Responsibilities

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

Skills

Phone communication

Fast paced

Team player

Positive attitude

Customer facing

High-volume calls

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, 6:00to 14:30.

The duties of the Customer Service & Operations Coordinatorrole will include:

• 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.

What benefits will you receive?

• 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

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 Date 12/09/2026

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.