Hybrid Customer Experience Coordinator

Frontier Agriculture SA; Witham St Hughs; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid/remote working options

25 days holiday plus up to 5 purchase

Learning & Development support

Employee Assistance Programme

Enhanced parental leave benefits

Life Assurance & pension contributions

Volunteer leave up to 2 days/year

Employee networks (LGBTQ+, Menopause,

Cycle to Work scheme

Retail discounts

Eye test vouchers

Job summary

Frontier is seeking a proactive Customer Service Coordinator to join our Customer Service Team on a permanent basis. The role offers a hybrid working model with two days from home and three on site, open to other locations for the right candidate.

Key duties include handling customer enquiries, delivering a first-class service across phone and email, managing tickets, and supporting commercial teams with events and training. Experience in customer service and IT proficiency are valued.

Qualifications

• Strong customer focus with a genuine commitment to delivering excellent service.
• Confident, positive communicator with the ability to communicate effectively at all levels.
• High standard of written and verbal communication skills.
• Professional and confident telephone manner.
• Strong IT skills, including Microsoft Word, Excel, Outlook and internet-based systems.
• Good attention to detail and a methodical approach to problem-solving.
• Ability to work on your own initiative, manage workload effectively and make sound decisions.
• Able to build positive, supportive working relationships with colleagues and customers.

Responsibilities

• Act as a first point of contact for customer enquiries, including digital applications and customer support channels.
• Deliver a first-class customer experience across telephone and email support.
• Respond to, and resolve customer queries within agreed SLA targets, escalating where appropriate.
• Record, categorise and manage incoming support tickets accurately through business CRM and support systems.
• Provide remote support on a range of agricultural technology and digital tools, including apps such as SOYL iOS app and iSOYL.
• Provide training, guidance and support to internal commercial teams and colleagues.
• Support commercial staff with customer-facing events, including preparation, guidance and follow-up support where required.
• Create and manage user accounts while maintaining data accuracy and integrity.
• Build effective working relationships internally and externally at all levels.
• Produce and maintain support materials, including user guides, help content and video tutorials.
• Contribute to continuous improvement of customer service, including call handling, ticket categorisation and support workflows.

Skills

Customer focus

Communication

Attention to detail

Problem solving

Initiative

Relationship building

Tools

Microsoft Word

Excel

Outlook

CRM systems

Job description

Frontier is seeking a proactive Customer Service Coordinator to join our Customer Service Team on a permanent basis. The role offers a hybrid working model with two days from home and three on site, open to other locations for the right candidate.

Key duties include handling customer enquiries, delivering a first-class service across phone and email, managing tickets, and supporting commercial teams with events and training. Experience in customer service and IT proficiency are valued.