Job Title: Consumer Co-ordinator
Function: Global Marketing - Digital Experience
Location: Head Office, Glasgow or Grangemouth - Hybrid - Minimum of 2 days per week on site.
Job Level: (Internal Reference Only) 3
Contract: Full Time / Permanent
Role Reports to: DTC Controller
Date vacancy will close: 23rd October 2026. Where we receive high numbers of applications we may close vacancies early.
Who we are
Born in Glasgow, made in Scotland and enjoyed around the world. Whyte and Mackay is home to a collection of multi-award-winning global whisky brands led by The Dalmore, Fettercairn, Jura and Tamnavulin. Our mission is to be a driving force in whisky, renowned for building brands that stand-out. Enabled by our brilliant community of 675 colleagues, reaching across 17 countries and counting. We're led by our values, continuing to grow and invest and looking for great talent to join our brilliant community. Ready to hear more?
What the opportunity looks like
The Consumer Service Coordinator acts as the first point of contact for all consumer enquiries for our for Single Malt Brands – The Dalmore, Fettercairn, Jura and Tamnavulin – and support consumer facing sales channels (DTC &DVC).
The CSC will respond to all consumer queries across owned channels, with either a pre-written response to common questions or escalated to the relevant stakeholder, working closely with the DTC, DVC, Quality and Brand teams, ensuring a timely and accurate response to satisfy the consumer query.
The CSC will also support with day to day DTC order management, supporting the DTC despatch team at R&P.
- First point of contact for all inbound enquiries by email and web form submission.
- Triage on all enquiries and responding with pre-written responses for common questions or escalating new queries to the relevant stakeholders – DTC, Distillery, Quality, Brand etc.
- FAQ planning for specific activities – working with relevant stakeholders to anticipate which questions might be asked around launches, products etc and building/maintaining library of answers.
- DTC order monitoring – working closely with DTC Controller & Despatch Team to ensure all orders are sent in correct time frames, tracking is added and monitored that deliveries are successful, abandon cart monitoring and any ad hoc tasks around DTC orders.
- Query monitoring and recording – to allow us to track common queries and spot any new emerging themes.
- Building and developing our consumer service offer – proactively looking at ways to improve the service and continue to deliver best consumer service experience, driving efficiencies and process management.
- Proactive Social Media Monitoring and Engagement
Skills and experience that will help you be a success
For this role we're looking for:
- Previous experience with handling incoming consumer / customer queries via email, web form, phone call and /or live chat.
- Experience in handling passive consumer / customer queries – via social media.
- Excellent communication, interpersonal skills and ability to manage complex consumer / customer queries.
- Self-motivated and ability to problem solve.
- Planning & organisational skills – excellent time management skills.
- Luxury Brand experience – non-essential
- Understanding luxury consumer needs would be beneficial.
- Clear written articulation skills to communicate in a brand appropriate mannr.
- Ability to use relevant technology to produce reports summarising consumer queries.
- Ability to articulate common queries to internal stakeholders to drive change.
Why join us
We offer a competitive salary, bonus package, life assurance, competitive pension, excellent product allowance, 35 days annual leave, plus enhanced family friendly policies. Our Rewards & Benefits page has further information.
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