Customer Services Coordinator

We are currently recruiting for a Customer Service Coordinator to join our team, supporting the wider Customer Service function. This is a hybrid role, with two to three days each week based at our Coventry HQ and the remainder working remotely, Monday to Friday.

This role is responsible for delivering an efficient and effective helpline service to AHDB and its wider business, ensuring all associated administration is completed to a consistently high standard.

We are looking for an organised and customer-focused individual who is a confident communicator and enjoys working in a fast-paced environment. If you thrive on problem solving, build strong relationships and take pride in making a real difference day to day, this is a fantastic opportunity to deliver a high standard of customer support within a collaborative team.

About AHDB

We are the independent, impartial public body that unlocks success in British agriculture. Funded by a levy from over 100,000 British producers in the beef, lamb, pork, dairy and cereals sectors, we support and champion farmers, growers and processors, often where no one else can or will.

We share the expert, evidence-based research and reports that inform on-farm decision making. We promote British produce to the UK public through domestic marketing campaigns, and we identify and open new global export opportunities to help farm businesses grow.

We help levy payers learn more, sell more and export more to remain sustainable and profitable. Together, we deliver the insights, the influence and the impact that farmers need.

• Support our incoming helplines by providing accurate advice to both internal and external customers in a professional and informative manner using a problem-solving approach
• Respond to all interactions to these helplines, including calls, emails, voicemail and call back requests, in line with the service level agreement guidelines
• Ensure documentation and/or verbal information is accurately recorded onto the systems for any written, electronic or verbal data received from levy payers or internal customers
• Provide advice on the systems/websites supported by the team, ensuring that all advice given is within government guidelines
• Liaise with other agencies to assist with accurate data recording between systems, enabling the customer experience to be as efficient as possible
• Actively look for ways to improve the customer journey in relation to the system, communications and guidance offered
• A proactive team player who supports their colleagues and contributes to fostering a good working environment

• Previous experience and passion for customer service
• Strong written and verbal communication skills clear, friendly and professional
• Excellent time management, organisational and multitasking abilities
• Problem-solving mindset, with great accuracy skills
• Confidence working with a variety of different systems and Microsoft Office tools
• Previous experience in a telephony-related customer service or coordination role, with the ability to build effective relationships with a range of stakeholders
• Flexible attitude to work and a good team player