Customer Service Coordinator

About WeBuyVintage

WeBuyVintage 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 thats grown from 30-120 in the last 2 years, we’re on a mission to make WeBuyVintage a brand everyone recognises.

The Role:

At WeBuyVintage, 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, WhatsApp 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.


Main Tasks & Responsibilities:

As a Customer Service Coordinator you’ll be the voice of WeBuyVintage for every customer who gets in touch in writing. You’ll manage all of our customer conversations through our customer service platform, which includes:

• Multichannel inbox – email, WhatsApp, website enquiries, web chat, and social media messages and comments (Facebook, Instagram, TikTok 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.

Who We’re Looking For:

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

Qualifications & Experience:

Essential:

• 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

Desirable:

• Experience setting up or working with a helpdesk platform

• Experience managing Trustpilot or Google Business reviews

• An interest in vintage, jewellery, antiques or cameras

What Success Looks Like

• 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 less time answering messages and more time buying

• Customers hear the same WeBuyVintage voice on every channel
  

What You’ll Get:

• 4-day working week (days will vary week on week but fall between Mon – Sat)

• Access to Bright Exchange - enjoy thousands of exclusive employee discounts and perks

• Employee Assistance Programme - confidential, 24/7 support for you and your immediate family, covering work, personal, and home life matters

• On-demand professional development - access to BrightHR’s online learning platform to build new skills and support your career progression

• Competitive pay

• Be part of a rapidly growing, friendly UK brand

The salary for this role is

£28,000

Equal Opportunities

We are an equal opportunities employer and are committed to creating an inclusive workplace. We welcome applications from people of all backgrounds and make employment decisions based on skills, experience and suitability for the role.
If you require any reasonable adjustments during the recruitment process, please let us know and we’ll be happy to support you.

Right to Work

Applicants must have the right to work in the UK for the duration of their employment. Unfortunately, we are not currently able to offer visa sponsorship for this role.