Multichannel Customer Support Coordinator (Hybrid)

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

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.