Customer Service Coordinator
Role: Customer Service Coordinator
Contract type: Full time, Permanent
Salary: £30,000 - £35,000
Start Date: August 2026
Location: MG&Co. Studio, London W10
Applications to be made via email to careers@mgco.com. Please include CV and cover letter and quote “Customer Service Coordinator” in email subject.
About us
MG&Co. is at an exciting point in its growth journey, with ambitious plans to scale our business over the next few years. We are committed to creating thoughtfully crafted, high-quality homewares that bring joy and originality to everyday spaces. As we grow, we’re expanding our passionate team of innovators who are eager to make a lasting impact on the design industry, contributing to a brand that prioritises creativity, quality, and sustainability.
We are looking for individuals who thrive in a dynamic, entrepreneurial environment. Joining MG&Co. means gaining an opportunity to grow professionally and take on meaningful challenges as part of a high-energy team dedicated to delivering beautiful, functional, and responsibly made products.
The Role
At MG&Co. we believe the care we show our customers is just as important as the products we create. We're looking for an enthusiastic, organised and customer-focused Customer Service Coordinator to join our growing team. As one of the first points of contact for our customers, you'll create the warm, personal and considered experience we're known for. From answering product questions to resolving order issues, you'll help to deliver exceptional customer service while building lasting relationships, continually improving the customer experience as our community grows.
B Corp Certified
When Matilda founded the brand her goal was to create unique and purpose-led products that would stand the test of time. We are proud to now be part of a global community of businesses that meet high standards of social and environmental impact.
Responsibilities
- Oversee all aspects of the customer experience, responding to customer and product enquiries, processing orders, and handling returns and exchanges.
- Provide support across multiple channels, including email, phone, live chat and social media direct messages, ensuring all communications are handled professionally and within agreed SLAs.
- Build genuine relationships with customers, providing knowledgeable advice and proactive solutions that reflect our brand values.
- Take ownership of customer issues from start to finish, working collaboratively with internal teams and external partners to deliver timely and effective resolutions.
- Liaise closely with our third-party logistics (3PL) warehouses and shipping partners to investigate order queries, resolve delivery issues and ensure customers receive their orders as expected.
- Partner with the Marketing and Product teams to ensure customer feedback informs future decisions and that messaging, promotions and product information remain accurate and consistent across all customer touchpoints.
- SSupport the Retail team to deliver a seamless and consistent customer experience across both our online and physical store environments.
- Monitor customer feedback, satisfaction levels and service KPIs, producing regular reports for the wider team.
- Help identify opportunities to improve processes, customer communications and operational efficiencies, contributing to the continuous development of our customer experience function.
- As part of a small and ambitious team, be willing to support the wider business with additional projects and responsibilities as needed.
Skills Required
- Highly organised, pro-active and self-starting.
- 2+ years experience in an online customer service or support role within retail or e-commerce.
- Exceptional verbal and written communication skills with strong attention to detail.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- A customer-first mindset, with an empathetic and problem-solving attitude.
- Understanding of MG&Co. brand and enthusiasm to be part of our growth.
- Confident with Microsoft Office and Google suite.
- Familiarity with shopify and customer service software Gorgias is a plus.
Benefits of working at MG&Co.
- A creative working environment and supportive team culture
- Workplace pension offered through NEST
- 25 day holiday allowance plus bank holidays
- Birthday day off
- Long service holiday entitlement
- Flexible working hours, wfh 1 day/week
- Employee discount
- Free access to well stocked kitchen
- Monthly team yoga
- Quarterly team volunteering days
Inclusion statement
We recognise the lack of diversity in interior design, and we particularly encourage applications from candidates from black, Asian, ethnic minority and socio-economically disadvantaged backgrounds which are particularly underrepresented in our industry.
We are an equal opportunities employer and all applicants will be considered without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
Role is not suitable for applicants based outside of UK.
Applications to be made via email to careers@mgco.com. Please include CV and cover letter and quote “Customer Service Coordinator” in email subject.
Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.