{"id":1358034,"url":"https://alion.io/job/urbn-customer-service-coordinator","title":"Customer Service Coordinator","company":{"id":1781398,"name":"URBN","domain":"urbn.com","url":"https://alion.io/company/urbn-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Peterborough, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":41000,"period":"year","method":"role_country_seniority_unknown","sample_n":380},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-27T22:57:10Z","employer_posted_date":"2026-09-27","last_verified_at":"2026-10-15T04:34:00Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"About Us\nURBN UK Limited is part of the URBN Group, a global retailer, with its European Head Office located in London. Its retail offering in Europe takes the form of three brands.\nWith stores in more than 10 European countries and a strong e-commerce presence, we’re driven by the same core values as our customers, and we approach our work with a sense of community and purpose that sets our brands apart. We love what we do.\nRole Summary\nHandling a range of customer issues on a daily basis, e.g. general enquiries and resolving complaints. Communicating with customers via email, social media platforms and phone, providing high quality service, and acting as the main link between our customers and our brands.\nWhat You'll Be Doing\nHelp to manage the Customer Service inboxes, and contact queues, ensuring we are responding to customers within our promised response timeframes and SLA’s. Contribute to and produce reports according to business requirements (e.g. daily, weekly, monthly).\nWorking through challenging conversations with customers to turn poor experiences around and restore their faith in our brands. Contributing to decision making processes relating to individual customer cases, using guidelines to determine appropriate compensation levels.\nWorking with the 3rd party contact centre to ensure they are adhering to processes and guidelines. Providing coaching to agents to help identify common service-related issues and work with relevant teams to resolve and prevent service issues.\nWorking in partnership with key areas of the Supply chain and the wider business, to review and challenge processes and enhance the customer experience.\nWorking in line with vision & values\nWhat You'll Need\nAbility to communicate with confidence both verbally and with excellent written English is essential. Fluent German or French language skill may be required & would be advantageous\nExcellent communicator who can build productive and effective relationships with internal and external stakeholders (e.g. Brands, carriers, 3rd party contact centre).\nWell organised individual who is proactive and self-motivated to take on multiple tasks simultaneously.\nAccurate and numerate, with a keen eye for detail, and good I.T skills in the MS Office software packages, particularly Excel and PowerPoint; experience of using customer/order management systems would be useful i.e Salesforce.\nCustomer focused, with previous experience working in a customer facing role. Experience working within a fashion/lifestyle retail environment would be an advantage.\nThe Perks\nWellbeing:\n- Employees Assistance program to support with mental, physical and financial health - Fully equipped free gym and 50% discount off external gym memberships - Private Medical Insurance\nEmployee Discount:- Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!)\nTravel:- Cycle to work scheme\nContinued Development:- We offer structured support within the business alongside continued learning and development\nEqual Opportunity Statement\nURBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.","description_format":"text","description_chars":3379,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":true},{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Gym membership","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Venues","Outdoor & Camping Gear"],"lifecycle":[{"event":"open","at":"2026-09-27T22:57:10Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.2,"p_room":0.35,"age_days":17,"expected_fill_days":4,"reasons":["conf:1","velocity","win:tail","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/urbn-customer-service-coordinator","json_url":"https://alion.io/job/urbn-customer-service-coordinator.json","meta":{"generated_at":"2026-10-15T06:10:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9265,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1781398},"rest":"https://alion.io/mcp/rest/get_company?id=1781398"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Furbn-customer-service-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Furbn-customer-service-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Furbn-customer-service-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/urbn-customer-service-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Furbn-customer-service-coordinator"}]}