Customer Care Coordinator Job Description
Hire a dependable coordinator to manage day-to-day customer enquiries, coordinate cross-team responses and help maintain a consistently high level of service across phone, email and digital channels.
What does a Customer Care Coordinator professional do?
Responds to customer enquiries, resolves routine issues, logs interactions in a CRM, coordinates with sales/logistics and helps improve customer service processes.
Customer Care Coordinator job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
Customer Care Coordinator
About the role
We are looking for a Customer Care Coordinator to be the first point of contact for customer enquiries and to support our service and sales teams. You will manage incoming calls and messages, handle order updates and returns, keep accurate customer records, and escalate complex issues. The role suits someone who is organised, communicates clearly and enjoys helping customers to a positive outcome.
Key responsibilities
- Respond to customer enquiries across phone, email and chat within agreed service levels and document interactions accurately.
- Process and track orders, deliveries and returns; liaise with logistics and sales to resolve status queries.
- Investigate and resolve routine complaints, escalating complex or high-risk issues to relevant teams.
- Maintain and update customer records and case notes in the organisation’s CRM or ticketing system.
- Coordinate between internal teams (sales, warehouse, billing, technical support) to ensure timely resolution.
- Prepare and share regular reports on enquiry volumes, common issues and service metrics with managers.
- Contribute to and maintain knowledge base articles, FAQs and standard responses.
- Identify recurring problems and suggest process improvements to reduce repeat enquiries.
Essential skills and experience
- Experience in a customer service role (typically 1+ years) or equivalent transferable experience.
- Clear written and verbal communication skills and a polite, professional manner.
- Comfortable using web-based systems and confident with basic data entry.
- Good organisational skills and the ability to manage multiple enquiries and priorities.
- Right to work in the UK.
Desirable
- Experience using a CRM or ticketing system.
- Previous exposure to order management, returns processing or logistics coordination.
- Experience working to KPIs and using basic reporting tools (e.g. spreadsheets).
- Additional language skills relevant to your customer base.
- Customer service qualification or relevant short course.
What we offer
- Competitive salary — insert range for this role
- Pension scheme — employer contribution details to be added
- Holiday allowance — insert number of days plus statutory entitlement
- Flexible working options (for example hybrid working or flexi-hours) — specify policy
- Training and professional development budget — specify available support
- Employee discount or perks — specify if applicable
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is a Customer Care Coordinator role?
A Customer Care Coordinator manages routine customer enquiries and the administrative tasks that support customer service teams. They handle communications through multiple channels, keep accurate records in CRM systems, liaise with internal teams to resolve issues and provide input to improve customer-facing processes. The role balances reactive problem-solving with administrative coordination to maintain service standards.
Core focus
Deliver consistent, accurate responses to customers and ensure issues move to resolution quickly.
Who this suits
Organised communicators who enjoy helping people and can coordinate across teams and systems.
Impact
Reduces repeat contacts, improves customer satisfaction and supports smoother sales and operations.
Typical Customer Care Coordinator responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Respond
Respond to customer enquiries across phone, email and chat within agreed service levels and document interactions accurately.
Process
Process and track orders, deliveries and returns; liaise with logistics and sales to resolve status queries.
Investigate
Investigate and resolve routine complaints, escalating complex or high-risk issues to relevant teams.
Maintain
Maintain and update customer records and case notes in the organisation’s CRM or ticketing system.
Coordinate between internal teams (sales
Coordinate between internal teams (sales, warehouse, billing, technical support) to ensure timely resolution.
Prepare
Prepare and share regular reports on enquiry volumes, common issues and service metrics with managers.
Contribute
Contribute to and maintain knowledge base articles, FAQs and standard responses.
Identify recurring problems
Identify recurring problems and suggest process improvements to reduce repeat enquiries.
Customer Care Coordinator skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Experience in a customer service role (typically 1+ years) or equivalent transferable experience.
- Clear written and verbal communication skills and a polite, professional manner.
- Comfortable using web-based systems and confident with basic data entry.
- Good organisational skills and the ability to manage multiple enquiries and priorities.
- Right to work in the UK.
Useful where relevant
- Experience using a CRM or ticketing system.
- Previous exposure to order management, returns processing or logistics coordination.
- Experience working to KPIs and using basic reporting tools (e.g. spreadsheets).
- Additional language skills relevant to your customer base.
- Customer service qualification or relevant short course.
See our guide to what to include in a job advert before publishing.
How to write a Customer Care Coordinator job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be specific about channels and hours
State which channels (phone, email, live chat) the coordinator will handle and any required shift patterns or core hours.
Include measurable expectations
Mention service-level targets, expected response times or typical daily volumes to set clear expectations.
Use concrete examples of duties
List routine tasks such as order updates, returns processing and CRM updates rather than vague phrases like 'other duties as required'.
Outline progression and training
If the role offers development routes or training, say so — this attracts candidates who want to grow.
Customer Care Coordinator salary considerations
Salary for a Customer Care Coordinator varies by experience, location, sector and the complexity of duties. Rather than a single market figure, consider specific factors below when setting the role’s pay band.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What Customer Care Coordinator candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
What are the typical working hours and shift patterns?
Candidates need clarity on core hours, any required evenings/weekends and whether flexible or hybrid working is possible.
What is the team structure and line manager?
Experienced applicants will want to know how large the team is, who they report to and how the role interacts with sales/operations.
Which systems and tools will I use?
Be specific about CRM, ticketing or order-management systems, and whether training is provided.
What training and development is offered?
Candidates look for upskilling opportunities, on-the-job training and career progression paths.
How is performance measured?
Describe key metrics such as response times, resolution rates or customer satisfaction scores used in performance reviews.
Where to post a Customer Care Coordinator job
Post this vacancy where customer-service candidates search and where you can reach people with the right practical experience. Use general UK job boards for reach, sector-specific boards for industry knowledge (for example retail, logistics or B2B services), and professional networks or local community sites if you need applicants from a particular area. Consider boosting visibility to candidates who prefer hybrid or part-time roles if you offer flexible arrangements.
Related customer service / support job descriptions
Recruiting for a slightly different role? These templates may be a closer fit.
Customer Care Coordinator job description FAQs
Do I need to include specific working hours in the advert?
Yes. Include core hours and any required shifts (evenings/weekends) so applicants can self-assess availability before applying.
Should I require CRM experience?
Only make CRM experience essential if the role requires advanced use or system administration. Otherwise list it as desirable and offer training for competent users.
What checks should I carry out for this role?
Basic right-to-work checks are standard. Depending on the employer and sector, you may also need identity verification, reference checks and any sector-specific background checks.
How long should the job advert be?
Aim for a concise advert (250–400 words) that covers core duties, essential requirements, working hours and key benefits to attract the right candidates.
Ready to hire your Customer Care Coordinator?
Use this template to create a clear, targeted advert, add role-specific details (salary, hours and benefits) and promote the vacancy on the channels most likely to reach experienced customer-service candidates.
