Hybrid Customer Satisfaction Coordinator

SilkRoad; Guide; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Private health insurance

Life assurance

Employee benefits portal

EAP helpline

Tea & coffee

On-site parking

Employee engagement events

Job summary

Radwell is hiring a Customer Satisfaction Coordinator in Blackburn, UK. You will join a growing Customer Relations team with a hybrid policy after probation and training.

The role focuses on delivering excellent service, handling orders, returns, and warranties, and supporting cross-team collaboration to ensure customer satisfaction. We offer a competitive salary, private health insurance, life assurance, and a benefits portal, plus wellbeing initiatives, on-site parking, and refreshments.

Qualifications

• 5 GCSEs A*-C including English or equivalent.
• Office-based customer service or order management experience.
• Strong attention to detail and accuracy when recording information.
• Excellent written and verbal communication skills across phone and email.
• Ability to work collaboratively with other departments to ensure customer satisfaction.
• Proven ability to manage multiple tasks, prioritise effectively, and meet deadlines.
• Strong follow-up skills and persistence in resolving issues to completion.
• Experience with a CRM is a plus.

Responsibilities

• Expedite orders: track and update customers on open orders.
• Record changes: log delays, discrepancies, and cancellations.
• Respond quickly: handle enquiries via phone and email per SLAs.
• Process returns: manage credits, repairs, and warranty cases.
• Coordinate across teams: work with internal departments across sites.
• Manage warranties: arrange evaluations, repairs, replacements.
• Follow up on returns: monitor, document, and close out returns.
• Ensure satisfaction: resolve issues and escalate when needed.
• Stay organised: maintain inboxes and archive communications.
• Improve processes: use feedback to suggest improvements.

Skills

Customer service

Order management

Attention to detail

Communication

Multi-tasking

CRM experience

Education

5 GCSEs (English included)

Tools

CRM software

Job description

Radwell is hiring a Customer Satisfaction Coordinator in Blackburn, UK. You will join a growing Customer Relations team with a hybrid policy after probation and training.

The role focuses on delivering excellent service, handling orders, returns, and warranties, and supporting cross-team collaboration to ensure customer satisfaction. We offer a competitive salary, private health insurance, life assurance, and a benefits portal, plus wellbeing initiatives, on-site parking, and refreshments.