About Ty Nant Group
Ty Nant Group is the fastest-growing bottled water company in the UK. Our portfolio spans Ty Nant, TAU, Strathmore, Fonthill and Decantae, supported by four operating sites and a growing route to market. We are building a premium customer operation that is easy to deal with, accurate under pressure and capable of managing every order from receipt through to confirmed delivery.
Role purpose
To own customer communication and delivery assurance after an order has been acknowledged. The Coordinator will answer queries, monitor live deliveries, communicate risks before the customer needs to chase and confirm successful delivery with the appropriate evidence. Both Customer Care & Delivery Coordinators are also fully trained to provide order-processing and portal cover during holidays, sickness and exceptional peaks.
THE MANDATE
Never leave the customer wondering: own the answer, communicate early and close every delivery with evidence. Never leave the customer wondering: own the answer, communicate early and close every delivery with evidence.
What success looks like
- Customer queries receive prompt acknowledgement, one named owner and a clear next action.
- Material delivery risks are identified and communicated before they become customer surprises.
- PODs and delivery confirmations are completed within the agreed service window.
- Holiday order-processing cover is accurate, controlled and provided without losing ownership of the customer queue.
Key accountabilities
CUSTOMER QUERIES AND CASE OWNERSHIP
- Own customer contacts received through the shared inbox, telephone and approved portals, recording the issue, priority, owner and next action.
- Answer routine questions about order status, availability, delivery timing, documents, invoices and proof of delivery using accurate system information.
- Coordinate responses across Order Processing, Transport, Warehouse, Production, Sales, Finance and Quality rather than passing the customer between departments.
- Maintain clear customer updates until the issue is resolved and the outcome has been recorded.
DELIVERY ASSURANCE AND PROACTIVE COMMUNICATION
- Monitor planned and live deliveries, checking collection, departure, ETA, delivery-slot and exception information.
- Work with Transport Planners and carriers to understand delays, recovery actions and revised delivery commitments.
- Notify customers proactively when a material risk is identified, explaining the issue, action being taken and next update time.
- Obtain PODs, customer receipts or other agreed evidence and confirm successful delivery in Ty Nant 360.
EXCEPTIONS, COMPLAINTS AND SERVICE RECOVERY
- Own the customer-facing response to shortages, damage, refusals, failed deliveries, returns and delivery-document queries.
- Create accurate cases and preserve order, delivery, SKU, batch, pallet, POD and correspondence evidence.
- Escalate product-quality or food-safety matters immediately to Quality while retaining responsibility for customer communication.
- Coordinate authorised credits, replacements, redeliveries or claims with Finance, Transport and Operations.
- Record root cause and outcome information so recurring service failures can be identified and prevented.
ORDER-PROCESSING AND PORTAL COVER
- Maintain full working competence in order validation, Ty Nant 360 entry, customer portals, acknowledgements and operational release.
- Provide scheduled order-processing cover when the primary Coordinator is on holiday, absent or supporting an exceptional workload.
- During cover, check customer, product, quantity, price, address, requested date, delivery instructions and approval requirements before release.
- Use a clear rota so one Customer Care Coordinator covers order processing while the other retainsownership of the customer queue.
- Complete a structured handover when cover starts and ends, with no unowned orders or customer cases.
Candidate profile
ESSENTIAL
- Experience in B2B customer service, customer operations, logistics coordination or order management.
- Confident written and telephone communication, including difficult conversations about delay, shortage or service failure.
- Strong ownership and follow-through: able to coordinate several departments without losing the customer outcome.
- Good systems skills and the discipline to maintain accurate case, delivery and POD records.
- Ability to prioritise urgent delivery risks alongside routine customer enquiries.
- Willingness and capability to provide trained order-processing and customer-portal cover.
PREFERRED
- Experience in drinks, FMCG, food, manufacturing, hospitality supply or multi-site distribution.
- Experience monitoring pallet-network, groupage, courier or dedicated-haulage deliveries.
- Experience handling shortages, damages, claims, returns, credits or quality complaints.
- Experience with ERP, CRM, ticketing, carrier-tracking and customer-portal systems.
How you will lead and work
- Calm, warm and commercially sensible, particularly when something has gone wrong.
- Takes responsibility for finding the answer rather than redirecting the customer.
- Communicates early, accurately and without defensiveness.
- Comfortable switching into controlled order-processing cover while protecting the wider customer queue.
Reward and benefits
- Competitive salary, dependent on experience.
- Discretionary annual Group performance bonus.
- Company pension scheme with a 5% employer contribution.
- Life assurance at four times salary.
- 25 days’ holiday, increasing to 28 days with service, plus bank holidays.
- Role-specific systems, portal and professional development training.
- Employee assistance and wellbeing support, Ty Nant Group product allowance, employee discount and free on-site parking.
This role profile describes the principal accountabilities of the position. It is not exhaustive and may evolve as the Group, customer operation and systems develop. Bonus and benefit arrangements are subject to eligibility, scheme rules and the terms confirmed in the employment contract. Ty Nant Group is committed to creating an inclusive workplace and welcomes applications from suitably qualified candidates from all backgrounds. Appointment is subject to eligibility to work in the UK and any role-appropriate pre-employment checks.
Pay: £35,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
