Customer Support Coordinator

Ordnance Survey; Southampton; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid and flexible working options

Learning and development support

Free OS Maps subscription

Volunteering leave and fundraising

Job summary

Ordnance Survey in Southampton is seeking a Customer Service Advisor to support customers across phone, email, webchat and social channels. You’ll understand needs, resolve queries quickly and build positive relationships to boost satisfaction and loyalty.

Hybrid role based at OS HQ with flexible working; you’ll collaborate across teams, handle orders and product questions, and contribute to service improvements. This role offers an engaging, customer-first environment aligned to OS’s mission.

Qualifications

• Previous experience delivering excellent customer service in a customer-facing environment.
• Strong communication skills, both written and verbal.
• 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.

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.

Skills

Customer service

Communication

Rapport building

Problem solving

Organization

Multichannel support

Team collaboration

Tools

CRM

Microsoft 365

Telephony

Live chat

Social media tools

Job description

About the role

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.

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.

• 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, 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.

We're looking for someone who can demonstrate the skills and experience needed for this role and who aligns with our principles.

• 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, Business Systems, Call Center, Complaint Management, Customer Relationship Management (CRM), Customer Service, External Customers, Marketing, Service Improvement

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.

We are Ordnance Survey, Great Britain's national mapping service and a pioneer in geospatial technology. With over 230 years of trusted data, we empower better decisions, deeper understanding, and meaningful connections to the places we live, move through, and care for.

Three principles one direction

• Clear the path - Cut the noise. Simplify. Move at pace
• Seek the story - Listen. Understand. Speak up
• Do what matters - Focus on value

Our principles unite us in delivering our Data & Destinations strategy with more simplicity, more clarity, and renewed momentum for each other and for our customers. They're here to create more good days, and fewer harder ones but only if each one of us plays our part.

Benefits

• 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