Job Description

Are you driven by creating outstanding customer experiences and looking for a role where your skills will be valued and developed? An impressive organisation is seeking a professional individual for the position of Customer Service Coordinator. This is a pivotal opportunity for those aspiring to build a thriving career with a respected employer in Cardiff city centre.

About the Role

As a key member of an energetic team, the Customer Service Coordinator plays an essential role in managing inbound customer queries, facilitating efficient resolution, and driving improvements to service processes. This position offers the chance to engage with diverse teams, support project delivery for escalated queries, and coordinate professional training initiatives that empower both new and existing colleagues.

Main Responsibilities

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  Oversee the management and categorisation of inbound customer requests, ensuring accurate distribution and resolution tracking
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  Support the resolution of complex queries and coordinate communications between stakeholders
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  Lead and organise training programmes, promote learning across the team, and maintain up-to-date documentation
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  Foster effective collaboration, providing valuable feedback to enhance service standards and optimise team workflows
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  Champion continual improvement, suggesting process refinements and supporting implementation of new customer service solutions

Candidate Profile

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  Demonstrated background in customer service or administrative coordination
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  Exceptional organisational, multitasking, and communication skills (verbal and written)
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  Track record of collaborating across departments and building productive relationships
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  Comfortable with ticketing platforms and service-oriented digital tools
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  Proactive, solutions-focused mindset with commitment to quality and improvement
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  High level of attention to detail, adaptability, and a supportive, approachable attitude.

Why Join?

This is more than just a job, it is the perfect launchpad for individuals ready to invest in their professional future. Be part of a culture that values growth, teamwork, and excellent service delivery. Benefits include tailored career advancement, exposure to best-in-class training, and the chance to make a meaningful impact within a reputable employer.

Benefits include

• Great city centre location
• Sharesave
• Pension Scheme
• Increased annual leave with service (starting at 25 days + bank holidays)
• Employee assistance
• Medical / Dental
• Electric car discount scheme

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.