Customer Services Coordinator
We're looking for an experienced and professional Customer Service Coordinator, to join us on a 6-month fixed term contract to help provide first class service to our network of charity partners. As a first point of contact, you will provide support to new and long-term customers advising on all elements of our service including product availability, order enquiries, delivery status, customer registration and how to join us. Integral to this role is the ability to identify and implement improvements to our customer service processes and systems.
Experience in working with integrated business systems will be a real advantage, while a structured approach and the ability to problem solve with confidence are essential. You will champion the needs of our charity partners and be able to integrate into an established team whilst maintaining a real appetite for change.
This role is 28 hours per week, to be worked over 5 days Monday to Friday
Key Responsibilities:
Providing excellence in customer experiences for our charity partners
· Delivering excellent customer service and support across phone, email and live chat channels; responding to and recording enquiries, feedback and complaints and escalating issues as necessary.
· Delivering time-critical operational tasks including processing orders and account registrations and renewals.
· Continual review and refinement of templates and scripted responses, responding to the needs of our network and evolution of the service.
· Monitoring performance and service levels against key performance indicators with relevant reporting.
· Identifying and implementing time-saving efficiencies across all customer support tasks, including opportunities to automate processes.
· Working closely with technical teams to identify system improvements, including testing systems updating the internal knowledge base.
· Placing the customer at the heart of our service, identifying opportunities for proactive communication, increasing use of the service and building warm relationships.
Improving the customer journey
· Working across the organisation to maintain a comprehensive view of the customer journey, with a focus on improving the onboarding process and minimising the time to first use of the service.
· Monitoring and managing the registration process to meet agreed targets and improve conversion and impact scores.
· Researching and recommending strategies to focus recruitment and marketing efforts where In Kind Direct can deliver the greatest impact.
· Supporting the Partnerships and Impact team to secure meaningful customer feedback.
Person Specification
Essential
· Demonstrable experience of working in a customer service role at a similar level
· Strong written and verbal communication skills, including an excellent telephone manner.
· Highly organised and quality-focussed individual with strong attention to detail
· Comprehensive experience working with Microsoft Office and customer support systems.
· Ability to learn new systems quickly, identify problems and recommend solutions
· Experience in reporting, researching and presenting findings.
Desirable
· Understanding of the non-profit and voluntary sector.
· Experience of Dynamics 365.
· Experience working in an online or e-commerce setting.
Working at In Kind Direct
Our team receives excellent training and development, and team benefits include an interest-free travel loan, volunteering days, 28 days holiday each year (pro rata) including 3 days between Christmas and New Year, excluding public holidays) and a generous pension scheme entitlement. We are an equal opportunity employer and support our team to succeed in their roles through training, adaptations, flexibility in working, access to our Employee Assistance Platform, and a range of policies to support people in their personal, family and care responsibilities.
We are an accredited Great Place to Work – and have additionally been recognised as a Great Place to Work amongst small Charities and a Great Place to work for Women.
We seek to challenge discrimination and are committed to our values of kindness, togetherness, integrity, and innovation. We are on an organisational journey to achieving our EDI vision and welcome any questions about our progress and aspirations. We especially welcome applications from anyone with lived experience of being on a low income or working with smaller charitable organisations. We will meet all reasonable expenses and will support anyone invited to interview to be able to participate.
How to apply
The deadline for applying for this role is 14th October 2025. We ask all applicants to complete an Equal Opportunities Monitoring form, either through our website or our online application process.
To apply, please submit your CV and a brief supporting statement (max. 500 words) through our online application portal.
Applications submitted without a supporting statement may not be considered.
Interviews will take place w/c 20th October in Telford.
Contract type: Fixed Term (6 months)
Hours: 28 hours per week, to be worked over 5 days Monday to Friday
Salary: £27,500- £28,500 FTE
Closing Date: 14 October 2025
You may also have experience in the following roles: Customer Service Advisor, Customer Support Coordinator, Client Services Coordinator, Customer Experience Coordinator, Customer Care Coordinator, Customer Relations Officer, Customer Support Officer, Service Coordinator, Client Support Coordinator, Customer Engagement Coordinator, etc.
REF-(Apply online only)