Location: Ashford, Kent – Office Based
Salary: £29,000 full-time equivalent, pro‑rated based on 3–4 working days per week
Department: Client Services / Customer Support
Reports To: General Manager
Job Type: Part-time, Permanent
Working Pattern: 3–4 days per week
At SF: Formulations, we are passionate about helping brands create high-quality, innovative supplement products. Our work sits at the centre of product development, formulation, technical support, flavour development, sampling, compliance, and client project management.
As part of the wider SF Group, we support clients across the full early‑stage development journey, helping them transform ideas into commercially viable supplement products. Our team works closely with nutritionists, chemists, flavourists, lab technicians, researchers, developers, supply chain, commercial, quality, production, and compliance specialists to deliver clear, practical, and technically considered solutions for our clients.
We are a fast‑growing business with approximately 300 active clients and a clear target to reach up to 500 clients by the end of the year. As our client base continues to expand, we are investing in our customer support function to ensure every client receives clear, professional, timely, and commercially sensible communication.
We are seeking a capable, experienced, and highly organised Customer Support Coordinator to join our office-based team in Ashford, Kent. This is a mid‑level role and would suit someone with strong customer-facing experience, excellent written communication, and the judgement to manage a busy and varied inbox with professionalism and confidence.
You will be one of two key people responsible for triaging customer queries for our growing client base. The business currently receives around 50 client queries per day, and this volume is expected to increase as we continue to scale. These queries can range from simple updates and routine requests through to more complex questions involving project progress, product specifications, formulations, ingredients, commercial decisions, regulatory considerations, and scientific detail.
This role is not just about forming responses to clients. It is about finding solutions. We are not looking for a front‑line holding email responder; we are looking for someone who takes pride in understanding the client’s issue, identifying what information is required, farming tasks to the appropriate internal stakeholders, gathering a weighted and fully accounted response, and providing a clear solution back to the client.
The successful candidate will need to think logically, understand the purpose behind a client’s request, assess the best route for resolution, and coordinate internal input to create a response that is accurate, commercially sensible, and useful. You will need to know when to seek input from technical teams, when to challenge unclear information, when to escalate, and when to take ownership of driving a query through to completion.
You will be supported by our own in-house trained AI tools, which help draft on‑brand responses and reduce the time spent manually writing emails. However, the AI is there to support the process, not replace judgement. You will be expected to review, refine, challenge, and improve responses before they are sent to clients.
This role also involves working closely with our in-house developed management portal, which acts as a central hub for managing client projects in one place. A key responsibility will be ensuring that client project progress is updated in real time, with information accurately transferred and reflected from the enquiries inbox into the project portal.
We are looking for someone mature, commercially aware, and confident in handling people, pressure, and complexity. This role would suit someone who has gained strong experience in a customer-facing, coordination, administrative, technical support, account support, or client service environment and now wants to apply that experience within a fast‑growing product development business.
You should be naturally organised, calm under pressure, and able to make sensible decisions when faced with incomplete or complex information. You will need to be comfortable asking the right questions internally, challenging unclear information, and shaping responses that are helpful, accurate, and commercially appropriate.
Most importantly, you should take pride in solving problems properly. We need someone who wants to get to the bottom of a query, pull the right people together, obtain the right information, and make sure the client receives a clear, useful answer.
This role is not suited to someone looking for their first office job. We need someone with proven experience, good judgement, and the confidence to manage a busy customer communication function with professionalism and care.