UK Customer Service Coordinator

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Together we can renew everyday for a future beyond fossils.

In this role, you will help deliver excellent customer service, by processing orders accurately, responding to enquiries and resolving issues in a timely and effective way. You will play an important part in creating a positive experience for our customers in every interaction.

What you will do

• Act as the first point of contact for customers via phone, email, or live chat
• Respond promptly to customer enquiries, requests, and complaints
• Provide accurate information about products, services, and company policies
• Resolve customer issues efficiently and, when necessary, escalated complex cases
• Maintain detailed and accurate customer records in the relevant systems
• Process orders, and returns in line with company procedures
• Build positive relationships with customers to encourage loyalty and retention
• Collaborate with internal teams to resolve queries and improve service delivery
• Meet individual and team performance targets (e.g., response times, error/credit %)

Who you are

• You have experience in customer service or demonstrate the potential and motivation to grow in this area
• You are a clear communicator with strong verbal and written communication skills
• You have a practical approach to problem solving and resolving customer concerns
• You are well organized and pay attention to detail
• You are able to manage priorities, handle multiple tasks, and use your time effectively
• You have basic IT skills, including Microsoft Office and CRM or similar systems
• You have experience with customer service or ticketing tools, and experience in a similar industry is an advantage
• You are professional and approachable in your way of working with customers and colleagues
• You are able to understand different customer needs and stay calm in challenging situations
• You are a reliable and adaptable team member with a focus on delivering a positive customer experience

What we offer

• A meaningful job: Our purpose is to renew the everyday for a future beyond fossils. Our work is impactful and transformative.
• A caring community: Great team spirit, well being, and work life balance.
• Development opportunities: Learn and grow throughout your career, international organization with many growth avenues.
• Responsible employer: Sustainability at core, science based targets, diversity and inclusivity, work environment to be yourself.

Location: Woking, United Kingdom. Reports to Matthew Jackson, UK Sales Office Manager.