{"id":2941911,"url":"https://alion.io/job/ordnance-survey-customer-support-coordinator","title":"Customer Support Coordinator","company":{"id":1757258,"name":"Ordnance Survey","domain":"ordnancesurvey.co.uk","url":"https://alion.io/company/ordnancesurvey","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Southampton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":26351,"max":30743,"currency":"GBP","period":"year","gross":null,"usd_annual":41121},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-22T22:30:50Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Customer Service Advisor\nFull time\n£26,351 - £30,743 (dependent on experience)\nHybrid working\nSouthampton\nAbout the team\nJoin us and you'll be part of a customer-focused team at the heart of Ordnance Survey, helping customers get the most from our products and services.\nOur Customer Support team provides assistance to a diverse range of customers, from members of the public using OS Maps to businesses, partners and government organisations that rely on our data and services. We are passionate about delivering excellent customer experiences and ensuring every interaction reflects our commitment to quality and service.\nWorking collaboratively across OS, you'll help customers find solutions, resolve issues and build confidence in our products and services.\nYou’ll be joining a collaborative and inclusive team that plays a key role in delivering outcomes that matter for OS and our customers.\nAbout the role\nThis role is an opportunity to make a genuine contribution to OS's mission by delivering exceptional customer service across a variety of communication channels.\nAs a Customer Service Advisor, you'll be responsible for supporting customers through phone, email, webchat, social media and customer review platforms. You'll work to understand customer needs, resolve queries efficiently and build positive relationships that strengthen customer satisfaction and loyalty.\nIn this role, you could be:\nResponding to customer enquiries across multiple channels including phone, email, chat, social media and review platforms\nProviding accurate information about OS products, services and customer accounts\nSupporting customers with orders, returns, exchanges and product-related queries\nInvestigating and resolving customer issues, escalating more complex matters where appropriate\nBuilding positive relationships with consumer, business, partner and public sector customers\nGathering customer feedback and sharing insights to help improve products, services and processes\nWorking collaboratively with colleagues across OS to deliver an excellent customer experience\nWhat we’re looking for\nWe're looking for someone who can demonstrate the skills and experience needed for this role and who aligns with our principles.\nYou'll bring:\nPrevious experience delivering excellent customer service in a customer-facing environment\nStrong communication skills, both written and verbal\nThe ability to build rapport and adapt your approach to different customer groups\nExperience resolving customer queries and problems in a professional and empathetic manner\nGood organisational skills and attention to detail when managing customer interactions and transactions\nConfidence using a range of systems, tools and communication channels\nA positive, collaborative and customer-focused mindset\nNice to have\nExperience working within a contact centre or customer support environment\nExperience supporting customers through digital channels such as webchat or social media\nAn interest in mapping, technology, digital services or the outdoors\nTools, systems or technologies\nCustomer Relationship Management (CRM) systems\nMicrosoft 365\nTelephony and contact centre platforms\nLive chat and social media management tools\nKnowledge management systems\nThe rewards\nWe want you to love what you do and feel supported to do your best work.\nOur benefits include:\nCompetitive salary and pension (OS contribute up to 12.07%)\nPerformance-related bonus (where applicable)\n28 days annual leave plus bank holidays (increasing with service)\nEnhanced family leave, including paid partner leave\nHybrid and flexible working options\nLearning and development support, coaching and mentoring\nFree subscription to OS Maps and access to wellbeing support\nVolunteering leave and matched fundraising\nLocation & working pattern\nWe embrace a hybrid working model at OS, because we believe in flexibility and balance. You’ll be based at our fantastic HQ in Southampton, Hampshire, where you'll spend 50% of your working week collaborating face-to-face with colleagues. It’s all about combining the best of both worlds connection and autonomy to help you thrive.\nSecurity & eligibility\nOS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS).\nSome of our roles may require additional security vetting. We will advise candidates during the recruitment process if additional vetting may be required for that specific role.\nThis role requires the right to work in the UK at the time of application. Unfortunately, OS cannot provide visa sponsorship for this position.\nInclusion at OS\nResearch shows that people from underrepresented groups often hesitate to apply unless they meet every requirement. At Ordnance Survey, we’re committed to building a diverse, inclusive and welcoming workplace.\nIf this role excites you but your experience doesn’t match every point, we encourage you to apply. You may be the right person for this role or another opportunity at OS.\nWe are happy to consider any reasonable adjustments that people may need during the recruitment process, and you will be asked whether you require any during the application process.\nKey details\nClosing date: 23:59pm 1st November 2026\nInterview Proces s: Shortlisted candidates will be invited to an initial screening call with the Hiring Manager. Candidates progressing from this stage will be asked to complete a SOVA assessment questionnaire before attending a one-hour competency-based interview at our Head Office in Southampton.\nWho we are\nWe are Ordnance Survey, Great Britain’s national mapping service and a pioneer in geospatial technology. With over 230 years of trusted data, we empower better decisions, deeper understanding, and meaningful connections to the places we live, move through, and care for.\nThree principles one direction\nClear the path - Cut the noise. Simplify. Move at pace\nSeek the story - Listen. Understand. 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