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
About Reed