Customer Service Coordinator

We Buy Vintage  is one of the UK’s largest buyers of jewellery, antiques and collectibles. We run more roadshows than any other UK company - over 250 valuation events every month - bringing trusted experts face-to-face with customers across the country.

In three years, we’ve grown from a pub-table idea into an eight-figure business, with a headcount that's grown from 30-120 in the last 2 years, we’re on a mission to make We Buy Vintage  a brand everyone recognises.

At We Buy Vintage , we’re passionate about delivering outstanding customer experiences and for many of our customers that experience starts long before they meet a Buyer. Instead it’s usually an email, Whats App message, question on our website or a comment on social media. Once our customers have sold to us, many also share their experience on Trustpilot and Google.

As we continue to grow, we’re looking for a friendly, organised and quick-thinking Customer Service Coordinator to own every one of those conversations and look after our reputation online.

• Multichannel inbox – email, Whats App, website enquiries, web chat, and social media messages and comments (Facebook, Instagram, Tik Tok and beyond).
• Reviews & reputation – you’ll work with our AI platform to respond to Trustpilot and Google reviews.
• Bookings & enquiries – help customers find their nearest roadshow and understand what we do and don’t buy, so their expectations are managed before they ever arrive.
• Complaints & escalations – own complaints from start to finish, working with our Buyers, Regional Managers, warehouse and finance teams to get answers and resolve issues quickly and fairly.
• Customer experience – some of our customers are selling treasured family pieces, others may have recently lost a loved one. Your job is to be understanding, no matter the circumstances, and show every individual that they can trust us.
• Platform & process – work with your manager to help us set up and get the most from our new customer service platform: saved replies, tagging, FAQs and response-time targets, and keeping our knowledge base up to date.
• Insight & reporting – work with your manager to track message volumes, response times and review scores, and feed back the recurring questions and issues so we can fix them at the source.

You’ll be someone who loves helping people and takes real pride in getting a reply exactly right first time.

What we’re looking for in this role:

• Experience in a customer facing role
• Experience dealing with complaints and difficult conversations in writing
• Experience responding to online reviews (Trustpilot, Google or similar) is a big plus
• Confident using customer service platforms (e.g. Zendesk, Freshdesk etc…) and quick to pick up new systems
• Able to build strong relationships with colleagues across the business to get customers the answers they need
• Spots patterns in what customers are asking and suggests better ways of working

• Excellent written English – spelling, grammar and tone matter in this role
• Highly organised, with the ability to prioritise a busy inbox and never let a customer slip through the cracks
• Calm, patient and empathetic under pressure

• Experience setting up or working with a helpdesk platform
• Experience managing Trustpilot or Google Business reviews
• An interest in vintage, jewellery, antiques or cameras

• Every customer gets a fast, friendly reply, whatever channel they use
• Every Trustpilot and Google review gets a response
• Our review scores keep climbing
• Enquiries turn into roadshow and home visit bookings
• Complaints are resolved quickly and fairly – before they become bad reviews
• Our Buyers and teams spend…