OVERVIEW
An exciting opportunity has arisen for a proactive, resourceful and detail-oriented Customer Care & Office Coordinator to join a well-established and fast-growing cosmetics manufacturer based in Prescot, Knowsley. Reporting directly to the Head of Technical, this role will play a vital part in delivering a consistent, high-quality customer care service while providing front-of-house and administrative support across the site.
The successful candidate will take ownership of the day-to-day administration and continuous improvement of the Customer Care function, managing customer enquiries through the customer care and ticket management system (Gorgias). This includes maintaining response frameworks, reporting systems and customer care processes to ensure a consistent and efficient customer experience. The role will also support the identification of customer related trends, recurring issues and opportunities for improvement, helping to drive service excellence and provide valuable customer insight across the business.
In addition, the successful candidate will be responsible for coordinating product sampling activities and managing deliveries and collections relating to Quality, Compliance, Marketing Sales and NPD. Working closely with teams across the business, they will help maintain high standards of service, communication and operational efficiency.
KEY RESPONSIBILITIES
1. Customer & Consumer Care
· Handle all day-to-day Customer Care activities within the 'Gorgias' management platform, including ticket assignment and response, to ensure consumers receive a consistent, timely and high-quality service.
· Apply and maintain standard procedures and response frameworks across all Customer Care activity to ensure consistency and reduce reliance on other departments.
· Maintain and audit the macro library within Gorgias, removing expired content, updating current responses, and creating new macros to cover recurring enquiries.
· Maintain and audit the approved tagging system within Gorgias, ensuring enquiries are categorised accurately to support reporting, trend analysis and the identification of recurring customer, product and quality issues.
· Coordinate cross-functional input from Quality, Compliance, NPD, Finance, Sales and Marketing to support Customer Care responses, procedures and customer communications.
· Provide general administration to the Customer Care function, ensuring records, correspondence and filing are accurate and well organised.
· Coordinate the investigation and resolution of consumer complaints and queries, ensuring timely communication and appropriate escalation where required, ensuring GDPR is always followed.
· Produce and analyse Customer Care performance reports within Gorgias, monitoring key metrics including response times, ticket volumes, consumer satisfaction and workload trends, identifying opportunities for continuous improvement.
· Collate customer reviews, complaints and Voice of the Customer data, providing regular insight and reporting to support Product Health Scorecards and continuous improvement initiatives across Product, Quality and Technical teams.
· Maintain accurate, up-to-date Customer Care documentation, including the visual training guide covering all areas of Customer Care.
2. Technical Responsibilities
· At the request of the Head of Technical, Head of Product or Sales Director, to coordinate, package and ship samples or parcels, utilising stock from inventory or prototype samples, updating the BC system with quantities deduced, coordinating a driver collection with DHL, and log all shipments on the Sample Dispatch Log for:
o Customers/ Clients (For new briefs/ projects)
o Consumers (Replacement sample for a customer complaint)
o Testing Houses/Laboratories (Stability/Compatibility samples for testing + return collection if necessary)
· At the request of the Head of Technical, update Product or Factory compliance documentation in accordance with the current brand guidelines, including but not limited to: updated logos, contact details and brand templates.
3. Sampling & PR
· Coordinate deliveries and collections relating to Product, Marketing and Technical requests, ensuring items are tracked, dispatched and returned in good order and within required timescales.
· Assist the marketing team on Event coordination in terms of both internal and external events. This would include logging of marketing branded collateral (checking in and out to ensure any marketing collateral is returned to the warehouse) coordinating samples and helping aid the collection and return by couriers to and from events.
· Coordinate product sampling activities for Sales, Marketing, PR, influencers, retailers and Product Development, ensuring samples are prepared, recorded and dispatched accurately and on time.
4. Office Management
· Greet visitors to the site in a professional and welcoming manner, ensuring all visitors sign in and out correctly, in line with site procedures, and ensuring Hosts are notified promptly
· Receive incoming deliveries from couriers (DHL/DPD/Royal Mail/Amazon) etc. and ensure package is signed for and shared with the correct recipient.
· Collaborate with Production, Warehouse, and Sales teams to support smooth front-of-house operations, sampling, and deliveries, promoting a customer-focused culture across the site.
QUALIFICATIONS & EXPERIENCE
· Proven experience in a customer care, customer service, or administrative role, ideally within cosmetics, personal care, or a related FMCG environment.
· Confident using customer care and ticketing systems (experience with Gorgias is an advantage) and producing performance reports.
· Comfortable handling front-of-house duties, including greeting visitors and managing sign-in and sign-out procedures.
· Basic knowledge and understanding of social media channels to ensure tickets via social platforms are closed or assigned or responded to appropriately from within the Gorgias system.
· Good proficiency in Microsoft Office suite, and with general IT skills
· Excellent attention to detail and strong organisational skills, with the ability to prioritise tasks effectively.
· Capable communicator with a collaborative approach and the confidence to engage across departments.
· Experience coordinating deliveries, sampling, or logistics is advantageous
· Knowledge of ISO 9001 or GMP factory standards is highly desirable.
· Must be fluent in spoken and written English.
KEY COMPETENCIES
· Analytical thinking and problem-solving skills.
· Strong communication and reporting ability.
· Commitment to quality and continuous improvement
· Ability to multitask and meet deadlines in a fast-paced environment.
COMPANY BENEFITS
· Free on-site parking
· 30min early finish on Fridays
· Birthday Day-off
· Flexible working arrangement
· Employee Assist Program
· 25 days Annual leave + 8 bank holidays
· Company Stat. Pension
· Reimbursement of work expenses
· Free refreshments
Pay: £26,500.00-£30,000.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
