Customer Services Coordinator

Job summary

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.

Job description

• 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

Person specification

• 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

Benefits

We believe in rewarding our people for their hard work, so we have a great mix of benefits and opportunities to give you the recognition you deserve

• 35 hours per week, Monday–Friday, to include hybrid working
• 33 days of annual leave plus one privilege day (inclusive of bank holidays)
• Life assurance cover (4x salary)
• A market-leading defined contribution pension scheme with Legal & General
• Enhanced pay of 20 weeks for maternity, adoption and shared parental leave, subject to length of service
• A paid day each year to volunteer and make a difference in your community
• Comprehensive Employee Assistance Programme
• Excellent training and development opportunities and an agreed development plan
• Recognition awards throughout the year
• Reward Gateway membership – this gives you a huge number of online discounts and savings

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

To apply, simply upload your CV and Cover Letter via our careers portal by clicking the ‘Apply’ button on this page. Our hiring managers will review your application, and we’ll be in touch with the outcome shortly after the closing date.

Shortlisted candidates will be invited to an initial interview via MS Teams. If successful, a second-stage face-to-face interview will be held at our HQ in Coventry, Warwickshire, following our competency-based framework.

Please note that we reserve the right to close the vacancy early should we receive a significant number of suitable applications.

Feedback will only be provided if you attend an interview or assessment.

Security

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : recruitment@ahdb.org.uk
• Email : recruitment@ahdb.org.uk
• Telephone : 02476 935722

Recruitment team

• Email : recruitment@ahdb.org.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles of the Civil Service, and you wish to make a complaint, in the first instance, you should contact the Head of HR via email: hr@ahdb.org.uk