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For Companies At a Glance
- Tasks: Own the customer experience and ensure top-notch service delivery.
- Company: Join a fast-growing company focused on exceptional customer service.
- Benefits: Competitive salary, unlimited holiday, flexible working, and professional development.
- Why this job: Make a real impact in a dynamic environment while enjoying fun socials.
- Qualifications: 2+ years in customer support or e-commerce operations required.
- Other info: Work with celebrity athletes and enjoy free lunches and barista coffee!
The predicted salary is between 36000 - 60000 £ 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
- The Gatekeeper of Quality: You are responsible for the accuracy, tone, and speed of our customer support. You will proactively review ticket histories to ensure every customer receives a flawless, on-brand experience.
- Micro-Management of Detail: You will spot errors immediately - whether it’s a typo, a missed shipping update, or a lack of empathy - and correct them to ensure consistency across the board.
- The "Pick Up The Phone" Approach: You don’t hide behind email. When a ticket involves a sensitive issue or a confused customer, you are happy to jump on a call to resolve it instantly. You understand that a 2-minute conversation can often fix what 10 emails cannot.
- Logistics & Escalation Management
- Tier 2 Resolution: You handle the complex operational issues that require investigation. Lost high-value items, courier disputes, and urgent resolutions stop with you.
- Courier Management: You are the primary contact for our delivery partners. You chase missing parcels, investigate delays, and hold couriers accountable.
- Commercial Decisions: You have the autonomy to authorize refunds, replacements, or goodwill gestures to protect our brand reputation without needing constant sign-off.
- Commercial & Retail Operations
- Retailer Portal Management: You will own the administrative flow for key partners like John Lewis and Argos. You are responsible for logging into their portals, accepting orders, booking slots, and ensuring 100% compliance to avoid fines.
- Returns Management: You oversee the end-to-end returns process. You authorize returns based on policy, instruct our 3PL on grading/restocking, and process refunds in Shopify.
- Financial Integrity: You will audit delivery invoices against failed orders. You will cross-reference courier charges to ensure we are refunded for service failures (e.g., lost or late parcels).
Requirements
Who You Are
- A Confident Communicator: You are articulate and warm on the phone and over email. You are comfortable speaking to anyone - from a frustrated customer to a busy warehouse manager - to get the job done.
- Obsessively Detailed: You are the person who spots a double space in an email or a wrong tracking number instantly. "Good enough" is not in your vocabulary.
- A "Finisher": You don’t just start tasks; you track them until they are 100% resolved.
- Customer Obsessed: You understand that a "delivery exception" isn’t just a status update; it’s someone waiting for a gift. You take ownership of that emotion.
- Resilient: You can handle the pressure of B2B deadlines and B2C expectations simultaneously without losing your cool.
Experience: 2+ years in Customer Support or E-commerce Operations.
Communication: Excellent verbal communication skills; you must be 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. Our business is scaling by the day. You'll work on ambitious projects, and your contribution will significantly impact the success of MAGIC AI now and in the future.
- 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 in London employer: MAGIC
Contact Detail:
MAGIC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Coordinator in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you get that interview, you can show them you're not just another candidate but someone who genuinely cares about their brand.
✨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
Show off your attention to detail! During interviews, share examples of how you've caught errors or improved processes in past roles. This will highlight your obsession with quality and make you stand out as the perfect fit for the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 in London
Some tips for your application 🫡
Show Your Attention to Detail: In your application, make sure to highlight your obsession with detail. Mention specific examples where you've caught errors or improved processes. We love candidates who can spot a typo from a mile away!
Be Personable and Warm: Since you'll be communicating with customers and partners, let your personality shine through in your written application. Use a friendly tone and show us that you can connect with people, whether it's over email or on the phone.
Demonstrate Your Problem-Solving Skills: Share instances where you've resolved complex issues or handled escalations effectively. We want to see how you take ownership of challenges and ensure a smooth customer experience, so don't hold back!
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, we love seeing applications come through our own channels!
How to prepare for a job interview at MAGIC
✨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.
✨Demonstrate Your Attention to Detail
Since this role is all about quality control and detail management, be prepared to showcase examples from your previous work where you caught errors or improved processes. Highlighting your obsession with detail will resonate well with the interviewers.
✨Practice Your Communication Skills
As a confident communicator, you'll need to demonstrate your ability to handle various situations over the phone and via email. Consider role-playing common customer scenarios with a friend to refine your approach and ensure you come across as warm and articulate during the interview.
✨Showcase Your Problem-Solving Mindset
Be ready to discuss specific instances where you've resolved complex issues in customer support or logistics. Emphasise your proactive approach to problem-solving and how you take ownership of customer experiences, as this aligns perfectly with the company's values.
