Customer Service Coordinator

4 weeks ago


Hungerford, West Berkshire, United Kingdom Doves Farm Foods Ltd Full time

Company Overview:

Doves Farm Foods Ltd is a leading producer of organic and gluten-free products, dedicated to creating wholesome, sustainable, and delicious food products. We take pride in our commitment to quality and environmental stewardship.

Job Overview:

We are seeking a detail-oriented and empathetic Customer Service Coordinator to manage and process customer claims, ensuring efficient, professional, and compliant handling. As the primary point of contact, you will provide excellent customer service, timely updates, and resolutions.

Key Responsibilities:

  • Handle and process incoming customer claims, ensuring accurate documentation and compliance with company standards.
  • Investigate and assess claims to determine validity, collecting all relevant information.
  • Communicate with customers via phone and email, providing clear information regarding their claim status, next steps, and potential resolutions.
  • Liaise with internal departments (e.g., marketing and quality assurance) to ensure claims are processed efficiently and any issues are resolved promptly.
  • Liaise with external logistics providers to log claims and follow through to resolution.
  • Maintain an up-to-date record of all claims handled in the company's claims management system.
  • Provide guidance and support to both trade and Webshop customers.
  • Meet and exceed performance targets for claim resolution times, customer satisfaction, and service quality.
  • Stay informed on company policies, procedures, and industry regulations to ensure compliance.

Key Requirements:

  • Experience: Previous experience in a customer service or claims handling environment is preferred.
  • Skills:
  • Excellent verbal and written communication skills.
  • Strong attention to detail and organisational abilities.
  • Ability to handle difficult or emotional customer interactions with empathy and professionalism.
  • Problem-solving skills and the ability to make decisions based on company guidelines.
  • Familiarity with Microsoft Office.
  • Personal Qualities:
  • Customer-focused with a commitment to providing high-quality service.
  • Ability to work well under pressure and manage time effectively.
  • Adaptable and open to feedback and continuous improvement.


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