Job Description
We are looking for a Customer Service Coordinator to join the Frontier team on a permanent basis.
Our preferred location for this role is Witham St Hughs; however, the position can be carried out from any location for the right candidate. We are open to hybrid options for this role, with the right candidate working 2 days from home and 3 days on site.
We are looking for a proactive and customer-focused Customer Service Coordinator to join our Customer Service Team. This is a varied role providing high-quality service to customers and commercial teams with customer-facing activity, helping to deliver a consistent and professional customer experience.
The Benefits
- Competitive salary
- Opportunities for a mixture of home and site working (to be agreed with Line Manager)
- 25 days holiday per calendar year with option to purchase up to 5 more days (subject to meeting eligibility requirements)
- Dedicated Learning & Development team to support you and your career
- Employee Assistance Program providing 24 hours support & advice in areas such as health and wellbeing for yourself, your family & friends (up to 5 people in total)
- Increased Maternity, Paternity & Adoption leave benefits for eligible employees
- Life Assurance scheme and pension plan with employer contributions of up to 7%
- Up to two days paid volunteer leave per year (only applicable to permanent employees)
- The opportunity to join our employee network groups including LGBTQ+, Menopause wellbeing, Neurodiversity and Women’s network groups.
- Cycle to Work Scheme, employee retail discount scheme and free eye test vouchers
About You
- Strong customer focus with a genuine commitment to delivering excellent service
- Confident, positive communicator with the ability to communicate effectively at all levels
- High standard of written and verbal communication skills
- Professional and confident telephone manner
- Strong IT skills, including Microsoft Word, Excel, Outlook and internet-based systems
- Good attention to detail and a methodical approach to problem-solving
- Ability to work on your own initiative, manage workload effectively and make sound decisions
- Able to build positive, supportive working relationships with colleagues and customers
- Experience working in a customer service or support environment desirable
- Experience of providing remote technical support would be advantageous
- Experience of working in agriculture would be desirable, but not essential
- Confidence supporting colleagues and customers in a professional setting, including events, would be beneficial
Your Role
As a Customer Service Coordinator your role will involve:
- Act as a first point of contact for customer enquiries, including digital applications and customer support channels
- Deliver a first-class customer experience across telephone and email support
- Respond to, and resolve customer queries within agreed SLA targets, escalating where appropriate
- Record, categorise and manage incoming support tickets accurately through business CRM and support systems
- Provide remote support on a range of agricultural technology and digital tools, including apps such as SOYL iOS app and iSOYL
- Provide training, guidance and support to internal commercial teams and colleagues
- Support commercial staff with customer-facing events, including preparation, guidance and follow-up support where required
- Create and manage user accounts while maintaining data accuracy and integrity
- Build effective working relationships internally and externally at all levels
- Produce and maintain support materials, including user guides, help content and video tutorials
- Contribute to continuous improvement of customer service, including call handling, ticket categorisation and support workflows.
Early Applications Encouraged
We encourage candidates to submit their applications as early as possible and not to wait until the published closing date as applications will be reviewed and interviews may be booked in before that date.
We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.
Additional Information
About Us
Frontier is a successful and growing business. We are the largest crop production and grain marketing company in the UK, with over 1,000 employees and a turnover of more than £1.5 billion. With a vision to be the first-choice employer in UK agriculture, we are committed to delivering a culture where people are at the heart of our success.
Our business approach is underpinned by our core values – Integrity, Customer First and Expertise – or ‘ICE’. These values support our whole philosophy and way of working and we are always looking to attract talented individuals with either industry knowledge or specialist skills that will help us deliver consistently to these values.
Commitment to Diversity and Inclusion
We have a clear commitment to equality of opportunity and diversity encouraging fairness and equality of treatment for all. As such we encourage applications from all backgrounds.
We recognise the value of a workforce in which people from diverse backgrounds are encouraged to introduce fresh ideas and contribute to the business goals.
We are committed to providing a diverse and inclusive environment with inclusive employment policies, such as progressive flexible working and parental policies.
