Job Description
Total remuneration package: £27,540 – £38,170 per annum*
All salaries listed on our roles are based on UK salary bands, however if you’d like more information on the bands for your country give us a shout.
Service Desk Coordinator
This job would be best suited to someone with experience in an agency environment in a First Line Support Helpdesk or Customer Service/ Account Management role, and are looking for more of a challenge. We would also love to hear from you if you have been involved in managing projects or website delivery.
Our working hours are Monday to Friday 9am-5.30pm but we are open to discussing alternative working patterns.
A bit about Torchbox
We design and build digital products and services for international NGOs, governments and universities; we’re the digital marketing specialists for many of the biggest charities in the UK; and we created Wagtail CMS, used by Google, NASA, the NHS and thousands more.
Our diverse team of over 120 people is mostly UK-based but with a significant presence in Manila as well as a network of people around the world.
We are on a mission to set a new standard for a purpose-led business. Torchbox is 100% employee-owned – everyone is a co-owner from day one and we are building an amazing, progressive ownership and learning culture. If you are excited about this mission, it’s a great time to join.
What we’re looking for
We are seeking a Service Desk Coordinator to join our friendly and supportive team as we grow. You will be working closely with team members and clients to ensure seamless service delivery. You will serve as the first point of contact for clients, providing front-line technical and operational support. You’ll be responsible for logging, prioritising, and coordinating responses to incidents to ensure timely resolution and exceptional service.
This role is fundamental to ensuring exceptional client satisfaction and smooth internal operations.
Role requirements
Must have
- Strong written and verbal communication skills to effectively liaise with clients and internal teams.
- Experience troubleshooting and resolving first-line issues, escalating more complex cases to second-line support or specialist teams while keeping clients informed throughout the process.
- A client-first mindset and strong commitment to delivering exceptional customer service.
- Proven organisational abilities including managing and coordinating multiple priorities, meeting deadlines, and keeping tasks on track.
- High accuracy and attention to detail in incident logging, scheduling, and record-keeping.
- Experience with incident management and ticketing systems (e.g., Jira or similar) to log and track support requests efficiently.
- A proactive approach to troubleshooting, problem solving and implementing process improvements.
- Familiarity with information security awareness, data protection (e.g. GDPR) and confidentiality practices.
- Basic technical knowledge of systems like CMS platforms or web applications, with a willingness to learn more advanced tools as needed.
Desirable
- Experience with collaborating across teams in a dynamic environment.
- An eagerness to adapt and learn new tools, technologies, and processes.
- Process management knowledge including QA workflows, defect tracking, and operational processes.
- Familiarity with client onboarding including configuring systems and providing user training.
What we offer
- Become a co-owner of Torchbox, shape our success and share in the rewards
- Work with awesome clients doing rewarding, purposeful work
- Competitive salary + annual review + bonuses
- Ethical pension scheme, with a 6% contribution from Torchbox
- 27 days holiday, plus public holidays
- Fully remote, hybrid, office full-time, whatever works for you
- Training and conference budget to discover new ideas
- Paid time off to volunteer for causes that matter to you
- Health schemes and access to mental health support
- Electric car salary sacrifice scheme (UK only)
- Wellness programme and cycle-to-work scheme, alongside other lovely things that are good for you and the environment
- Some pretty epic socials (virtual and in-person), weekly free veggie lunches in the office and a bunch of other cool stuff we’d love to tell you about
The money bit
* As an employee-owned company our remuneration is made up of two parts, your base salary £27,540 – £38,170 per annum and your tax-free co-owner bonus of £3,600 which is prorated and paid quarterly. There is an additional profit share scheme.
The application process
The closing date for this role is Friday 17th January 2025.
The application process will consist of 3 stages, these will be:
- Submit your CV and a covering letter demonstrating your skills and expertise.
- 30-minute screening interview, held remotely. We will ask you about your background and interest in the role and you’ll get a chance to learn more about Torchbox.
- A 90-minute final stage interview, held remotely, with 3-4 members of the Torchbox team.
Everyone is welcome
We’re committed to being an inclusive employer, from recruitment to everyday life.
If you need help or have questions – give us a shout – [email protected] or leave us a voice message on +44 (0) 1608 811 870
No agencies, please.