Customer Service Coordinator

Temporary role 6 – 9 months

Role Summary

We are seeking an experienced Customer Service Coordinator to lead the set-up and establishment of our international customer service department. This is a unique opportunity to shape and implement a new global function that will provide best-in-class customer support for our retail customers across multiple markets.

Working closely with the Operations Director, you will help design, implement, and manage the framework, processes, and systems required to deliver exceptional service standards on a global scale.

Reporting to: Operations Director

Days: Mon to Fri

Hours: Flexible based on 38hr week, one day WFH

About the Job

Department Set-Up: Establish the international customer service function, including defining processes, workflows, service standards, and performance metrics.

Systems & Tools: Identify, implement, and optimise customer service platforms, ticketing systems, and communication tools to support global operations.

Team Development: Assist to recruit, train, and manage a customer service team (outsourced), ensuring alignment with company culture and service expectations.

Customer Experience: Develop procedures that ensure timely, consistent, and high-quality responses to customer queries across international markets.

Collaboration: Work with Sales, Operations, and Logistics teams to resolve escalations, improve customer satisfaction, and ensure seamless end-to-end service delivery.

Performance Management: Track KPIs, analyse trends, and report regularly to the Operations Director, recommending continuous improvements.

Scalability: Build a service framework that is adaptable for growth and supports the company’s international expansion

About You

Proven experience in customer service (preferably with international scope).

Strong background in setting up or restructuring customer service operations.

Familiarity with customer service platforms

Excellent leadership and people management skills, with experience building and training teams.

Strong process improvement and problem-solving skills.

Ability to operate in a fast-paced, project-based environment with multiple stakeholders.

Exceptional communication and interpersonal skills.

What We Offer

A high-impact, project-focused role where you can make a measurable difference in a short timeframe.

Opportunity to design and implement a global customer service function from the ground up.

Collaborative working environment reporting directly to the Operations Director.

Competitive contract remuneration.

Birthday leave

Flexibility and WFH Fridays

Excellent site facilities in Bayswater office including a have a basketball court!