Customer Service & Operations Coordinator

FM Conway; Sevenoaks; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

23 days holiday plus bank holidays

Life assurance

Company pension

Internal and external training

Discounts through Rewarding Great Peol

On-site gym access

Subsidised restaurant

Health and well-being benefits with 24

Mental health first aiders

Job summary

FM Conway is looking to recruit a proactive Customer Service & Operations Coordinator to join our Aggregate and Asphalt division at our Sevenoaks head office. This full-time role runs Monday to Friday, 6:00–14:30, delivering excellent service through clear delivery updates and handling a high volume of inquiries.

You will influence customer relationships through delivery window negotiations, work with internal teams to meet SLAs, and ensure responsive service while balancing workload across the

Qualifications

• Experience in customer facing roles.
• Able to handle high volume calls and emails.
• Comfortable working in a fast-paced environment.
• Right to work in the UK without sponsorship.

Responsibilities

• Provide clear and timely updates to customers regarding deliveries and collections.
• Negotiate delivery windows to influence customer relationships.
• Maintain service level agreements and contribute to improvements.
• Collaborate with internal teams to support service delivery.
• Manage a high volume of inbound calls and enquiries.

Skills

Phone etiquette

Customer service

Team player

Communication skills

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.

The duties of the Customer Service & Operations Coordinator role 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.

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.

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. EDI-Strategy

At our heart we are a business that recognises and embraces individuality, so if you are excited about this role but you are unsure if you meet all of the criteria, we encourage you to apply anyway as you may still be the right candidate for this or another role we are recruiting for.

We believe in people, not algorithms. That's why every application is personally reviewed by a member of our Recruitment Team - never by AI.

What benefits will you receive?

As our Customer Service & Operations Coordinator, we will offer you a range of fantastic benefits including career and professional development, 23 days holiday plus bank holidays, life assurance, company pension, access to opportunities for internal and external training and access to a wide range of shopping discounts through our Rewarding Great People platform. Based from our Sevenoaks Head Office you will have free access to our on-site gym and subsidised restaurant. We will also offer you a range of health and well-being benefits including 24-hour advice lines and 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.