Commercial – Customer Excellence Coordinator
We are looking for a Customer Excellence Co‑ordinator to join our Customer Excellence team and support the delivery of outstanding customer service across our Foodservice operation.
Finsbury Food Group is a leading speciality bakery manufacturer. We constantly raise quality and efficiency standards, and build long‑term relationships with major multiple retailers and the foodservice channel. The bread for your morning toast, ready for butter‑spreading or egg‑dipping. The candle‑filled centrepiece for a memorable celebration. The buns, muffins and other treats that turn teatime into quality time. We make a large percentage of the UK’s sharing cakes from retailer own brands cakes, tray bakes through to party cakes like Caterpillar cakes. This is what we do, and why we’re in business. Baking brilliance makes every day special.
This is a fantastic opportunity to join a fast‑paced and supportive environment where you’ll gain exposure across customer care and supply chain activities while building valuable experience and developing new skills. Working within a close‑knit team, you’ll play an important role in ensuring customers receive an efficient, professional, and seamless experience.
This is a hybrid role, offering a mix of home and site‑based working, providing flexibility while still giving you the opportunity to collaborate closely with colleagues and build strong working relationships across the business.
This role offers plenty of variety and is ideal for someone who is eager to learn, build confidence, and develop their career within a growing business, with opportunities for progression and personal development.
Day to day, you’ll act as a key point of contact for customers, supporting the day‑to‑day running of the customer care process and ensuring queries are handled professionally and efficiently. You’ll process customer orders accurately and in a timely manner, taking orders via telephone and email while ensuring all information is recorded correctly.
You’ll proactively communicate with customers regarding stock availability, transport updates, and any supply issues, ensuring expectations are managed and solutions are identified where needed. You’ll also investigate and resolve customer queries and complaints while maintaining a high level of service throughout.
You’ll complete stock checks, carry out data validation, maintain accurate records and documentation, and communicate effectively with third‑party suppliers and internal teams. You’ll build strong working relationships across departments and develop a strong understanding of products and business processes to support the wider team.
This is a busy role where priorities can change quickly, so you’ll need to be comfortable managing multiple tasks while maintaining attention to detail and delivering a positive customer experience.
Ideal Candidate
- Strong communication and interpersonal skills with the ability to build effective relationships
- Good IT skills, particularly Microsoft Office
- Organised with the ability to manage multiple tasks and priorities
- High attention to detail and accuracy
- Positive and proactive with a willingness to learn
- Comfortable building relationships with customers and colleagues
- Strong problem‑solving skills and a can‑do attitude
- Adaptable and able to work effectively in a fast‑paced environment
- Strong team player with a good work ethic
Benefits
- Enhanced Maternity & Paternity Leave to allow quality time with your new arrival
- Enhanced Pension Scheme for our employees
- Death in Service Benefit
- Free Employee Assistance Programme, open to colleagues and their families
- Retail discounts accessible via our Benefits Hub platform
- Refer a Friend Scheme (up to £300 per referral – T&C’s dependent)
- Employee Recognition Awards and Extensive Learning & Development opportunities (including sponsored professional memberships and our own in‑house development course)
- An opportunity to be part of a fantastic, growing organisation
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