Full job description Edenbridge, Kent | £28K | Office-based
Overview
We are looking for a proactive, people-focused candidate to manage day-to-day customer service operations while turning customer feedback into valuable insights for product, marketing, and marketplace teams.
This role combines team coordination, hands-on customer support, and insight-driven content improvement.
Key Responsibilities
Customer Service & Team Coordination
*Oversee and support a small remote customer service team
*Manage workload, service quality, and response standards
*Handle complex or escalated customer queries and complaints
*Liaise with internal teams to resolve delivery or fulfilment issues
Customer Insight & Reporting
*Analyse customer feedback and produce regular reports
*Identify trends, product issues, and improvement opportunities
*Manage and respond to online reviews
*Maintain accurate CRM records and customer data
Content & Marketing Support
*Use customer insights to improve product listings and FAQs
*Support marketing and marketplace teams with content ideas
*Help refine messaging, product descriptions, and ad briefs
*Highlight common customer questions and objections
CRM & Operations
*Manage CRM system and ensure data accuracy
*Extract data and generate reports
*Improve processes and drive operational efficiency
About You
*2+ years’ customer service experience
*Experience coordinating or supporting a team (ideal)
*Confident handling escalations and sensitive situations
*Strong communication and organisation skills
*Comfortable using CRM systems
*Analytical mindset with an interest in customer insight
Benefits
*Company pension
*Employee discount
*Free on-site parking
*Casual dress