Customer Support Coordinator

ordnancesurvey; Southampton; Hybrid; GBP 26.000 - 31.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Learning & development support

Pension (OS contributes up to 12.07%)

28 days annual leave + bank holidays

Zusammenfassung

Ordnance Survey is seeking a Customer Service Advisor in Southampton for a hybrid role. You will handle enquiries across phone, email, webchat and social media, resolving queries and guiding customers through OS products and services.

The role emphasizes delivering exceptional service, building relationships and using CRM and collaboration tools to support customers and gather feedback for continuous improvement.

Qualifikationen

• Experience delivering excellent customer service in a customer-facing environment.
• Able to communicate clearly across channels (phone, email, webchat, social).
• Strong organisational skills and attention to detail.

Aufgaben

• Respond to customer enquiries across multi-channel channels.
• Provide accurate information about OS products and accounts.
• Support customers with orders, returns, exchanges and queries.
• Investigate and resolve customer issues, escalating as needed.
• Build relationships with consumer, business, partner and public sector customers.
• Gather feedback to improve products, services and processes.
• Collaborate with OS colleagues to deliver a great experience.

Kenntnisse

Strong communication

Rapport building

Problem resolution

Organisation

System & channel confidence

Customer-focused mindset

Previous customer service experience

Tools

CRM systems

Microsoft 365

Telephony & contact centre platforms

Live chat & social media tools

Knowledge management systems

Jobbeschreibung

Customer Service Advisor

Full time

£26,351 - £30,743 (dependent on experience)

Hybrid working

Southampton

About the team

Join us and you'll be part of a customer-focused team at the heart of Ordnance Survey, helping customers get the most from our products and services.

Our Customer Support team provides assistance to a diverse range of customers, from members of the public using OS Maps to businesses, partners and government organisations that rely on our data and services. We are passionate about delivering excellent customer experiences and ensuring every interaction reflects our commitment to quality and service.

Working collaboratively across OS, you'll help customers find solutions, resolve issues and build confidence in our products and services.

You'll be joining a collaborative and inclusive team that plays a key role in delivering outcomes that matter for OS and our customers.

About the role

This role is an opportunity to make a genuine contribution to OS's mission by delivering exceptional customer service across a variety of communication channels.

As a Customer Service Advisor, you'll be responsible for supporting customers through phone, email, webchat, social media and customer review platforms. You'll work to understand customer needs, resolve queries efficiently and build positive relationships that strengthen customer satisfaction and loyalty.

Responsibilities

• Responding to customer enquiries across multiple channels including phone, email, chat, social media and review platforms
• Providing accurate information about OS products, services and customer accounts
• Supporting customers with orders, returns, exchanges and product-related queries
• Investigating and resolving customer issues, escalating more complex matters where appropriate
• Building positive relationships with consumer, business, partner and public sector customers
• Gathering customer feedback and sharing insights to help improve products, services and processes
• Working collaboratively with colleagues across OS to deliver an excellent customer experience

What we're looking for

• Previous experience delivering excellent customer service in a customer-facing environment
• Strong communication skills, both written and verbal
• The ability to build rapport and adapt your approach to different customer groups
• Experience resolving customer queries and problems in a professional and empathetic manner
• Good organisational skills and attention to detail when managing customer interactions and transactions
• Confidence using a range of systems, tools and communication channels
• A positive, collaborative and customer-focused mindset

Nice to have

• Experience working within a contact centre or customer support environment
• Experience supporting customers through digital channels such as webchat or social media
• An interest in mapping, technology, digital services or the outdoors

Tools, systems or technologies

• Customer Relationship Management (CRM) systems
• Microsoft 365
• Telephony and contact centre platforms
• Live chat and social media management tools
• Knowledge management systems

The rewards

• Competitive salary and pension (OS contribute up to 12.07%)
• Performance‑related bonus (where applicable)
• 28 days annual leave plus bank holidays (increasing with service)
• Enhanced family leave, including paid partner leave
• Hybrid and flexible working options
• Learning and development support, coaching and mentoring
• Free subscription to OS Maps and access to wellbeing support
• Volunteering leave and matched fundraising

Location & working pattern

We embrace a hybrid working model at OS, because we believe in flexibility and balance. You'll be based at our fantastic HQ in Southampton, Hampshire, where you'll spend 50% of your working week collaborating face-to-face with colleagues. It's all about combining the best of both worlds connection and autonomy to help you thrive.

Security & eligibility

OS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS).

Some of our roles may require additional security vetting. We will advise candidates during the recruitment process if additional vetting may be required for that specific role.

This role requires the right to work in the UK at the time of application. Unfortunately, OS cannot provide visa sponsorship for this position.

Inclusion at OS

Research shows that people from underrepresented groups often hesitate to apply unless they meet every requirement. At Ordnance Survey, we're committed to building a diverse, inclusive and welcoming workplace.

If this role excites you but your experience doesn't match every point, we encour