Customer Service Coordinator

What you’ll be doing:

As the voice of Wickes, you won’t just handle basic queries—you’ll listen, advocate, and turn challenging situations into positive experiences.

• Investigate & Collaborate:
  Work closely with logistics, store, and internal teams to uncover the root cause of issues and deliver fair, balanced outcomes.
• Drive Business Improvement:
  Identify recurring themes in customer feedback to help us refine our processes and prevent future issues.
• Build Trust:
  Maintain warm, clear, and reassuring communication with customers every step of the way.

• Empathy & Composure: A calm, thoughtful approach when navigating challenging or sensitive customer conversations.
• Strong Communication:
  Exceptional written and verbal skills - clear, professional, and personal.
• Problem-Solving Mindset:
  Confidence in making fair, balanced decisions that do right by both the customer and the brand.
• Experience that will help:
  • A background in customer service, retail, hospitality, or contact centres.
  • Confidence in using CRM tools.

Location:

Northampton (5 days/week on-site during probation, transitioning to a hybrid model post-probation).

• Shift Patterns:
  Rotating between 8:00 AM - 5:00 PM and 10:00 AM - 7:00 PM.
• Weekend
  
  Schedule:
  
  1 in 4 Saturdays (with a dedicated day off during the week).

• Competitive bonus
• Save-as-you-earn scheme
• Private Medical and Life Assurance
• Enhanced contributory pension scheme
• Colleague discount
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of  part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.

By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.

We aim to create an inclusive workplace where everyone feels  different as we all are, we share a way of being - welcoming new people and ideas, having a can-do spirit, and showing humility. We’ll support you to make the most of your talents and provide a space for you to be valued, rewarded, and supported. By giving you the support you need to do well at work and the flexibility to make life work for you, we are giving you a career that doesn’t put your life on hold.

We’re a Disability Confident Employer and committed to building a diverse workforce that reflects the communities we serve. We welcome applications from disabled people and are committed to providing an accessible recruitment process and workplace for everyone.

If you require any support or reasonable adjustments, please let us know here.