Customer Service

An established, forward-thinking organisation based in Shropshire is expanding its operational capacity to meet increasing demand from its expanding customer base. We take immense pride in delivering an exceptional standard of care, ensuring every single client interaction reflects our values of clarity, attentiveness, and dependable service.

As a Customer Service Coordinator, you will play an essential role in protecting our brand reputation and nurturing long-term customer loyalty. Positioned at the very centre of our business operations, you will act as the principal link between our clients, internal departments, and external delivery partners. Your ability to listen carefully, untangle complex issues, and deliver swift, well-considered solutions directly underpins our ongoing commercial success and customer satisfaction.

Based in the historic county town of Shropshire, our office provides a welcoming and balanced working environment set against the scenic backdrop of Shropshire, offering fantastic local amenities, rich heritage, and convenient transport links for commuters across the region.

Location: Shropshire

Salary: £27,000 – £29,500 per year

Employment: Permanent

The Role

In this varied and fast-paced position, you will take full ownership of the customer journey, managing day-to-day communications and collaborating closely with operational colleagues to uphold consistently high service standards.

• Managing incoming enquiries from customers across multiple communication channels, including telephone, email, and live web chat.
• Investigating and resolving complex queries, service issues, and order discrepancies from initial contact through to successful completion.

• Accurately processing customer orders, account amendments, returns, and credit requests within agreed turnaround times.
• Maintaining thorough and meticulous customer records, updating internal databases and CRM systems with relevant case notes.

• Liaising regularly with warehouse, logistics, and dispatch teams to track shipments and provide accurate delivery updates to clients.
• Developing a deep understanding of our product and service offerings to provide informed advice and appropriate recommendations.

• Identifying recurring customer pain points and sharing constructive feedback with team leaders to help refine internal processes.
• Assisting with the onboarding of new clients by ensuring their initial orders and administrative setup run seamlessly.

• Generating weekly service summaries and tracking individual performance against agreed key service quality metrics.

About You

• Proven experience working within a busy customer service or coordinator role, ideally gained within an office, contact centre, or commercial environment (essential).
• A calm, professional, and empathetic telephone manner with the ability to defuse tense situations and manage challenging conversations constructively (essential).

• Outstanding written and verbal communication skills, with a keen eye for spelling, grammar, and professional tone in business correspondence (essential).
• Strong digital literacy and comfort navigating business computer systems, including CRM platforms, order management software, and Microsoft Office packages (essential).

• Demonstrated problem-solving ability with a practical, methodical approach to troubleshooting and prioritising competing demands (essential).
• High levels of personal resilience and the self-motivation required to manage a varied workload independently within a collaborative team setting (essential).

• Experience working with logistics, order fulfilment, or supply chain administration (desirable).
• Familiarity with workflow management tools or ticketing software such as Zendesk, Salesforce, or similar platforms (desirable).

A Typical Day

You will start your morning by reviewing the incoming enquiry queue, prioritising urgent requests, and catching up with your colleagues in a brief daily handover meeting. Throughout the day, you will balance inbound telephone calls with answering detailed email communications, tracking down dispatch updates for awaiting customers, and logging all correspondence directly into the system. In the afternoon, you might liaise with our distribution partners to resolve a delivery delay, process a batch of bespoke client orders, and spend time updating operational notes to ensure smooth continuity for the rest of the team.

What You Can Expect

• A permanent role with a growing, ambitious Shropshire organisation dedicated to investing in its workforce.
• Structured training programmes and a clear route to progress into team leader, account management, or customer experience roles.

• A friendly, supportive team environment where open communication, collaboration, and mutual respect are valued.
• 28 days annual leave including bank holidays.

• A dedicated workplace pension scheme with employer contributions to help you plan for the future.
• Access to an employee assistance programme offering confidential wellbeing support, advice, and resources.

• Regular team social events, recognition schemes, and dedicated time set aside for continuous professional development.

If you are an organised, dedicated communicator looking to take the next meaningful step in your career with a supportive employer, we would love to hear from you. Please submit your up-to-date CV along with a brief covering letter outlining your suitability for the position, and a member of our team will be in touch to discuss your application further.