Customer Experience Coordinator

About the role

This people‑first position sits at the heart of our customer operation. As the first voice customers hear, you will handle enquiries, billing questions and account support while building genuine relationships.

Key responsibilities

• Handle a high volume of inbound calls with professionalism, warmth and empathy.
• Resolve billing queries, account questions and general enquiries as the first point of contact.
• Manage overflow calls from first‑line technical support to ensure no customer is left waiting.
• Take inbound payments, arrange simple payment plans, process direct debits and allocate ledger entries accurately.
• Apply account restrictions when required, communicating sensitively.
• Identify natural opportunities to introduce additional products or services that meet customer needs.
• Capture and share customer feedback to contribute to service improvement.
• Log all interactions in the CRM system with attention to detail.

Required profile

• Excellent communicator who enjoys talking to people.
• Detail‑oriented and takes pride in getting things right the first time.
• Comfortable handling payments and account information.
• Ability to work collaboratively and support colleagues.

Required skills

What we offer

• Competitive salary with up to £37k on‑target earnings and a bonus structure.
• 33 days holiday allowance including bank holidays.
• Pension scheme, parking and a town‑centre location.
• Standard working hours: Monday‑Friday 08:30‑17:30.