Customer Service Co-ordinator

1 week ago


Scunthorpe, North Lincolnshire, United Kingdom Kestrel Full time

Job Purpose:

  • To provide proactive customer service and administration support for all Kestrel/DekBoard

Key Accountabilities:

  • To process orders in line with current office procedures
  • Handling customer complaints within 24 hours of receipt
  • Maintain a smartly presented, polite, diligent, positive and professional attitude at all times: demonstrate knowledge and build customer confidence
  • To maintain a tidy work area
  • Manage Customer expectations through clearly explaining the situation, next steps and potential outcomes
  • To support the Customer Service Manager in creating an effective customer service department
  • To promote a proactive customer service environment by building strong working relationships with internal suppliers to ensure optimum customer service, e.g. finance, warehouse and distribution functions
  • To report issues affecting services to the Customer Service Manager
To participate in induction and ongoing training in line with current department training modules

To assist with induction and ongoing training modules for other team members

To support and maintain all company working practices and procedures

To be aware of and adhere to company Health and Safety requirements

To request holiday requirements in line with the agreed procedures, giving a minimum of 7 days notice of requirement

To provide back up support for the Customer Service Manager during busy periods and holidays

To ensure Customer and Company confidentiality at all times

To support the Company target of 98% service levels to all customers

To contribute towards continual improvement in Customer Service levels and general office practice, including the development of current working procedures

To attend Team briefings for the exchange of information

To act as the first point of contact to all customers

To liaise with all other departments of the business

To manage Customer expectations with your control

Displaying extensive product knowledge

Key Experiences and Skills Required:

  • Excellent interpersonal and communication skills
  • Computer literate
  • National diploma in Administration or similar
  • Ability to work as a part of a team
  • Enthusiastic
  • To be able to multitask
Fast learner

To be patient

Desirables Skills, Qualifications and Experience Required:

  • Navision knowledge
  • Excel knowledge
Company knowledge

Personal Attributes:

Delete if not required

  • Leadership strong, consistent, clear, inspire others, integrity, ability to drive through change


Empowering Others
  • Delegation of trust, correct controls, feedback, communicate accountability and responsibility


Action orientated
  • Able to deal with problems in appropriate time frames


Driven by results
  • Decisive, confident addressing problems and opportunities, challenging activities to improve performance, demonstrate willingness to challenge accepted methods and standards


Effective communication
  • Clear concise written and spoken, ability at all levels, customer, supplier and internal
  • Strategic agility recognition of a changing need and speed of response, rapid reaction to challenges
  • High Standards demonstrating a motivation to improve standards and thereby making a real difference, challenging inadequate solutions
  • Integrity and trust demonstrating a sense of commitment to openness, honesty, loyalty and high standards in undertaking the role
  • People management demonstrating commitment to working and engaging constructively with internal and external stakeholders


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