Location: Stapleford, Nottingham (Office-based)
Hours: Monday to Friday, 8:00am – 4:00pm
Company: DIY Building Supplies
About the Role
We're looking for a proactive, organised and customer-focused Customer Experience Coordinator to become the first point of contact for our customers.
This is a varied role where no two days are the same. You'll be responsible for handling customer enquiries, providing updates, resolving routine issues and ensuring every customer receives an outstanding experience.
You'll play a vital role in supporting our Internal Sales and Purchasing teams by taking ownership of day-to-day customer service enquiries, allowing our sales team to focus on developing long-term customer relationships and growing the business.
If you enjoy helping people, solving problems and keeping customers informed, we'd love to hear from you.
Key Responsibilities
- Answer incoming telephone calls, emails and customer enquiries promptly and professionally.
- Be the first point of contact for customer service enquiries.
- Provide delivery updates and chase supplier lead times.
- Liaise with suppliers, couriers and internal departments to resolve customer queries.
- Arrange delivery amendments where required.
- Process straightforward returns, exchanges and refunds.
- Keep customers informed throughout the resolution of their enquiry.
- Escalate complex issues to the colleague who originally processed the order when specialist knowledge or commercial decisions are required.
- Maintain accurate records of customer communications.
- Support the wider team to ensure an exceptional customer experience from enquiry through to resolution.
What We're Looking For
We're looking for someone who:
- Has excellent communication skills, both over the phone and in writing.
- Is naturally organised and able to manage multiple priorities.
- Enjoys solving problems and taking ownership.
- Remains calm and professional under pressure.
- Has excellent attention to detail.
- Is confident using computer systems and learning new software.
- Works well as part of a team.
- Takes pride in delivering outstanding customer service.
Experience within customer service, builders' merchants, construction supplies or a similar fast-paced environment would be advantageous but is not essential.
Success in the Role
Success will be measured by:
- Delivering outstanding customer service.
- Responding to enquiries promptly.
- Resolving routine customer issues efficiently.
- Maintaining high customer satisfaction.
- Keeping customers regularly informed.
- Accurate record keeping.
- Working collaboratively with Sales and Purchasing.
- Helping create a smooth, professional customer journey from start to finish.
Why Join DIY Building Supplies?
We're an ambitious, fast-growing business with a genuine focus on delivering exceptional service. Every member of the team plays an important role, and we're looking for someone who enjoys taking ownership, supporting colleagues and making a real difference to our customers every day.
Pay: From £30,000.00 per year
Work Location: In person
