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For Companies At a Glance
- Tasks: Own the customer experience and ensure flawless service delivery.
- Company: Dynamic e-commerce company focused on exceptional customer service.
- Benefits: Unlimited holiday, flexible working, and a brand-new MacBook.
- Why this job: Make a real impact on customer satisfaction from day one.
- Qualifications: 2+ years in customer support or e-commerce operations required.
- Other info: Join a fun team with regular socials and free lunches.
The predicted salary is between 30000 - 42000 £ per year.
About the Role
As we scale, maintaining our exceptional standards of service and operational efficiency is critical. We are looking for an Operations & Customer Experience Coordinator to take total ownership of our service delivery and logistics execution. You will be the "Quality Controller" for our entire customer experience. Your role is to sit in the detail, ensuring that every interaction – whether a simple email or a complex delivery issue – meets our exacting brand standards. You will act as the bridge between our customers, our logistics partners, and our internal teams, relieving the Head of Customer & Community from day‑to‑day troubleshooting. We need someone who is obsessed with the details and not afraid to pick up the phone. You won’t just resolve issues; you will proactively audit our service channels, catch errors before they escalate, and personally ensure our delivery network is performing exactly as promised.
Key Responsibilities
- Service Standards & Quality Control – be the Gatekeeper of Quality: ensure every customer receives a flawless, on‑brand experience.
- Micro‑Management of Detail – spot errors immediately (typos, missed shipping updates, lack of empathy) and correct them to ensure consistency across the board.
- Pick‑up‑the‑Phone Approach – jump on a call when a ticket involves a sensitive issue or a confused customer; a 2‑minute conversation can often fix what 10 emails cannot.
- Logistics & Escalation Management – Tier 2 resolution of complex operational issues (lost high‑value items, courier disputes, urgent resolutions).
- Courier Management – primary contact for delivery partners, chase missing parcels, investigate delays, hold couriers accountable.
- Commercial Decisions – authorize refunds, replacements, or goodwill gestures to protect brand reputation without constant sign‑off.
- Retailer Portal Management – own the administrative flow for key partners (John Lewis, Argos): login, order acceptance, slot booking, and 100% compliance to avoid fines.
- Returns Management – oversee end‑to‑end returns process: authorize returns, instruct 3PL on grading/restocking, process refunds in Shopify.
- Financial Integrity – audit delivery invoices against failed orders, cross‑reference courier charges to ensure we are refunded for service failures.
Who You Are
- A Confident Communicator – articulate and warm on the phone and over email; comfortable speaking to anyone from a frustrated customer to a busy warehouse manager.
- Obsessively Detailed – spot a double space or wrong tracking number instantly; "good enough" is not in your vocabulary.
- A Finisher – track tasks until they are 100% resolved.
- Customer‑Obsessed – understand that a "delivery exception" is someone waiting for a gift; take ownership of that emotion.
- Resilient – handle pressure of B2B deadlines and B2C expectations simultaneously without losing your cool.
Requirements
- Experience: 2+ years in Customer Support or E‑commerce Operations.
- Communication: Excellent verbal skills; comfortable handling escalations over the phone.
- Systems: Proficiency in Shopify is highly desirable. Experience with helpdesk software (Gorgias, etc.) is essential.
- Logistics Knowledge: Experience dealing with couriers, 3PLs, or freight forwarders.
Benefits
- Competitive salary
- An impact from day one – work on ambitious projects that significantly affect our success.
- Unlimited holiday (self‑directed time off)
- Flexible home/hybrid working from our London HQ (at least 2 days WFH per week)
- Free MAGIC Mirror & accessories (worth £2k+)
- Mental health wellbeing support
- Hardware budget for brand‑new MacBook or other
- Professional learning & development budget
- Exposure to investors, celebrity athletes
- Weekly free lunch club and daily free barista coffees (in office)
- All the fun: regular awesome socials
Customer Experience Coordinator employer: MAGIC AI
Contact Detail:
MAGIC AI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Coordinator
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your phone skills! Since this role is all about communication, grab a friend and do some mock calls. Focus on being articulate and warm, so you can handle any tricky customer situations like a pro.
✨Tip Number 3
Be ready to showcase your attention to detail. Think of examples from your past experiences where you caught errors or improved processes. This will help you stand out as someone who embodies the 'obsessively detailed' trait they’re looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and making an impact from day one.
We think you need these skills to ace Customer Experience Coordinator
Some tips for your application 🫡
Show Your Customer Obsession: When writing your application, make sure to highlight your passion for customer experience. Share specific examples of how you've gone above and beyond to ensure customers are happy, as this role is all about delivering a flawless service.
Be Detail-Oriented: We love candidates who can spot the tiniest errors! In your application, demonstrate your attention to detail by ensuring there are no typos or mistakes. This will show us that you embody the quality control mindset we’re looking for.
Communicate Clearly: Since you'll be the bridge between customers and our teams, it's crucial to showcase your communication skills. Write clearly and concisely in your application, and don’t hesitate to include examples of how you've effectively resolved issues over the phone or via email.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join our team!
How to prepare for a job interview at MAGIC AI
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Experience Coordinator role. Familiarise yourself with the key responsibilities and think about how your past experiences align with them. This will help you articulate your fit for the position and show that you're genuinely interested.
✨Showcase Your Attention to Detail
Since this role is all about quality control and micro-management of details, be prepared to discuss specific examples where you've demonstrated these skills. Whether it’s spotting errors in communications or ensuring a flawless customer experience, having concrete examples ready will impress your interviewers.
✨Practice Your Communication Skills
As a confident communicator, you’ll need to demonstrate your ability to handle sensitive issues over the phone and via email. Consider doing mock interviews with friends or family, focusing on articulating your thoughts clearly and warmly. This will help you feel more comfortable during the actual interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially regarding logistics and customer interactions. Think of scenarios where you had to resolve complex issues or manage escalations. Practising your responses will help you convey your resilience and customer-obsessed mindset effectively.