Customer Service Co-ordinator

Job Advert

The Customer Service Coordinator plays a key role in delivering best-in-class customer service, acting as the primary point of contact for customers via inbound phone calls,assisting with orders, product enquiries, delivery updates and issue resolution.

The role supports the end-to-end order process from entry through to delivery, ensuring orders are processed accurately and customer queries are resolved quickly and professionally. Strong communication, attention to detail and problem-solving skills are essential to maintain a high standard of customer service.

Key responsibilities

• Act as the first point of contact for inbound customer calls, managing a high volume of calls relating to orders, deliveries, products and account queries
• Provide end‑to‑end customer support by assisting with order placement and amendments, investigating and resolving customer issues where possible, and escalating complex cases to the appropriate internal teams when required.
• Process wine orders accurately, ensuring correct products, quantities and delivery details
• Provide accurate information on products, stock availability and delivery schedules and communicate order confirmations, stock updates and delivery timelines via phone and email
• Build strong customer relationships through responsive and professional service
• Process returns, credits and replacements in line with company procedures
• Collaborate proactively with internal departments such as Sales, Warehouse and Distribution teams

About you

• Previous experience working in a similar customer service or order processing role
• Loves answering the phone!
• Excellent written and verbal communication skills and able to build good working relationships
• Reliable, positive and pro-active with the ability to prioritise and take ownership of issues
• Enjoys working collaboratively as part of a team
• Exceptional attention to detail and accuracy along with strong IT skills
• Ability to learn new systems
• A little bit of wine knowledge would come in handy!

What you can expect

This is a fixed term role until 31st January 2027.

• 25 days holiday excluding public holidays pro-rata'd
• Company pension scheme matching up to 5% of contributions
• 18 weeks enhanced maternity leave and 4 weeks paternity leave.
• Employee Assistance Programme
• Birthday day off
• Travel insurance
• Employee wine discount
• Retail, wellbeing, technology, and travel discounts

Liberty Wines is an award-winning company and accredited by Investors in People which offers excellent opportunities for training and development alongside a great working environment (and an even better coffee machine).

We encourage all our employees to further their wine knowledge through our in-house Liberty Wines Academy and WSET (Wine & Spirit Education Trust) courses alongside building skills and experience over the course of their professional development.

Liberty Wines celebrates diversity, and we are committed to creating an inclusive environment where everyone feels comfortable to be themselves.

The role is closing on Friday 23rd October.