Customer Service Coordinator in Coventry

We are currently recruiting for a Customer Service Coordinator to join our team, supporting the wider Customer Service function. This is a hybrid role, with two to three days each week based at our Coventry HQ and the remainder working remotely, Monday to Friday. This role is responsible for delivering an efficient and effective helpline service to AHDB and its wider business, ensuring all associated administration is completed to a consistently high standard.

We are looking for an organised and customer-focused individual who is a confident communicator and enjoys working in a fast-paced environment. If you thrive on problem solving, build strong relationships and take pride in making a real difference day to day, this is a fantastic opportunity to deliver a high standard of customer support within a collaborative team.

Responsibilities

• Support our incoming helplines by providing accurate advice to both internal and external customers in a professional and informative manner using a problem-solving approach.
• Respond to all interactions to these helplines, including calls, emails, voicemail and call back requests, in line with the service level agreement guidelines.
• Ensure documentation and/or verbal information is accurately recorded onto the systems for any written, electronic or verbal data received from levy payers or internal customers.
• Provide advice on the systems/websites supported by the team, ensuring that all advice given is within government guidelines.
• Liaise with other agencies to assist with accurate data recording between systems, enabling the customer experience to be as efficient as possible.
• Actively look for ways to improve the customer journey in relation to the system, communications and guidance offered.
• A proactive team player who supports their colleagues and contributes to fostering a good working environment.

Essential Criteria

• Previous experience and passion for customer service.
• Strong written and verbal communication skills – clear, friendly and professional.
• Excellent time management, organisational and multitasking abilities.
• Problem-solving mindset, with great accuracy skills.
• Confidence working with a variety of different systems and Microsoft Office tools.
• Previous experience in a telephony-related customer service or coordination role, with the ability to build effective relationships with a range of stakeholders.
• Flexible attitude to work and a good team player.

Benefits

• 35 hours per week, Monday-Friday, to include hybrid working.
• 33 days of annual leave plus one privilege day (inclusive of bank holidays).
• Life assurance cover (4x salary).
• A market-leading defined contribution pension scheme with Legal & General.
• Enhanced pay of 20 weeks for maternity, adoption and shared parental leave, subject to length of service.
• A paid day each year to volunteer and make a difference in your community.
• Comprehensive Employee Assistance Programme.
• Excellent training and development opportunities and an agreed development plan.
• Recognition awards throughout the year.
• Reward Gateway membership – this gives you a huge number of online discounts and savings.

Apply now, or email recruitment@ahdb.org.uk if you require any further information. Please note that we reserve the right to close the vacancy early should we receive a significant number of suitable applications. At AHDB, we are committed to developing, maintaining and supporting a culture of equality, diversity and inclusion, to include flexible working opportunities. This applies to both our workforce and the practices we follow.