Customer Service Coordinator

Location: Sidcup
Salary: -33,000 per annum
Contract: 12-month Fixed Term Contract
Benefits: Quarterly guaranteed bonus, free fuel, complimentary drinks, 10% matched pension scheme, and plenty of opportunities for career development and progression.

About the Role

We are looking for an experienced Customer Service Coordinator to join a busy manufacturing environment in Sidcup on a 12-month fixed-term contract.

As a Customer Service Coordinator, you will be responsible for providing an exceptional level of customer service, responding to enquiries, resolving issues and ensuring customers receive timely, professional and helpful support.

You will communicate with customers across phone, email and Teams, providing product information, troubleshooting issues and following up to ensure queries are fully resolved. You will also work closely with internal teams to ensure a consistent customer experience and help identify opportunities for continuous improvement.

This is a varied role suited to a Customer Service Coordinator who is confident dealing with customers, highly organised, solutions-focused and comfortable working across different departments. You will work closely with a range of internal teams, including Field Service, Sales, Product, Marketing and Product Development, to ensure clear communication, effective collaboration and a consistent, joined-up customer experience.

Key Responsibilities

• Respond to customer enquiries via phone, email and Teams in a timely and professional manner.
• Manage customer queries, complaints and issues, working to find effective solutions and maintain positive customer relationships.
• Provide accurate information and guidance relating to products and services.
• Troubleshoot customer issues and liaise with relevant internal teams where further support is required.
• Maintain accurate and detailed records of customer interactions and transactions.
• Follow up with customers to ensure issues have been resolved and a satisfactory outcome has been achieved.
• Manage monthly customer service surveys and help drive improvements in the company''s NPS score.
• Identify recurring customer issues and share feedback with relevant teams to support continuous improvement.
• Escalate complex issues appropriately and ensure they are followed through to resolution.
• Support the onboarding and training of new team members by providing guidance on customer service processes and systems.
• Undertake any additional duties or tasks as required to support the operational needs of the business.

Skills & Experience

Essential

• Previous experience in a customer service or customer-facing role.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to investigate queries and identify appropriate solutions.
• Good organisational and time-management skills, with the ability to manage multiple customer interactions and prioritise workload effectively.
• Confident using CRM systems and other customer service or helpdesk software.
• A professional and customer-focused approach.
• Ability to work collaboratively with colleagues across different departments.

Desirable

• Experience working within a manufacturing, construction, healthcare or product installation environment.
• Experience working with technical products or services.
• Experience within the mental health, healthcare or specialist product sectors.
• Experience managing customer feedback, surveys or NPS.
• Experience supporting or training new team members.