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Customer Service Co-ordinator

Bristol, England, United Kingdom

Customer Service Co-ordinator

  • NE03183
  • Bristol, England, United Kingdom

About us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by over 27,500 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo. Our agility and entrepreneurial spirit, alongside award winning development programmes, enable innovation and success while creating exciting and rewarding career choices.

As we move forward, our customers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

The role

Reporting to the Regional Customer Service Manager NGP, you will be supporting markets, helping them deliver great customer care to our consumers across Europe. New product launches require implementation of systems and processes, where you will be leverage your customer care knowledge to gather and compile market requirements for systems, processes and customer experience. You will also be creating customer care reporting across the region to help identify performance gaps and opportunities for improvement. You may also be required to perform competitor research across EU brands, to compare customer care experience.

To support being successful in this role, you should have knowledge/experience of customer care ideally from an FMCG background.

**Please note this is an 18 month Fixed Term opportunity**.

Key accountabilities

  • Supporting manager and teams with project organization
  • Compiling reports on Customer Care across Europe markets
  • Researching Customer Care services across other manufacturers
  • Preparing AdHoc presentations
  • Collating requirements for new product launches
  • Review customer care performance against KPI’s
  • Co-manage projects in a supporting role
  • Make senior stakeholders aware of critical decisions to be made and make recommendations.

Skills & Experience


  • 1-2 years’ experience in a Customer Care
  • Awareness of Customer Care technology such as CRM tools
  • Experience compiling reports in Excel and production of PowerPoint presentations
  • Ability to manage time and juggle multiple priorities to execute high quality deliverables
  • Stakeholder Management experience


  • FMCG/FTSE Organisation experience


What we offer

Imperial Brands offer a competitive package of salary, bonus scheme, pension and 25 days holiday (with an additional 4 days on top to cover the Christmas period and bank holidays) and hybrid work.

Next steps

Interested applicants should apply with their CV highlighting their suitability for the role.

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The year Imperial was founded through the
coming together of 13 UK family-run


Imperial employees worldwide


Number of markets worldwide in which our products are sold