Customer Experience Coordinator

• Salary: Competetive Salary with up to £37k On Target Earnings • Competitive salary & bonus structure • 33 days holiday allowance Including bank holidays. • Pension Scheme • Parking Available • Town Centre Location • Hours: Monday to Friday 08:30 – 17:30 • Contract: Full-time Perm. About The Role This is a genuinely exciting, people-first role that sits at the heart of our customer operation. As a Customer Experience Coordinator, you’ll be the friendly, knowledgeable voice our customers hear when they call us — whether they have a billing question, need help with their account, or want to explore what else we can offer them. This is more than just a contact centre job. You’ll build real relationships, solve problems with confidence, and make a tangible difference to the customer journey every single day. Alongside delivering exceptional service, you’ll also play a light-touch role in helping customers manage their accounts and take payments — all handled in the same warm, helpful spirit that defines everything you do. If you’re a natural communicator who loves talking to people, takes pride in getting things right first time, and wants a role with real purpose and variety — this could be a perfect fit. What You'll Do Customer Service & Relationship Management • Handle a high volume of inbound calls from customers with professionalism, warmth, and empathy • Serve as the first point of contact for billing queries, account questions, and general enquiries — resolving them clearly and accurately • Manage overflow calls from first-line technical support, ensuring no customer is left waiting • Build genuine rapport with customers, making every interaction feel personal and valued • Keep customers informed and follow through on any commitments made Payments & Account Support • Take inbound payments over the phone in a friendly, straightforward manner • Agree simple payment arrangements where needed, always with a helpful and non-pressured approach • Process payments, set up direct debits, and carry out accurate ledger allocations • Apply account restrictions in line with company process when required, handling these conversations with sensitivity Sales & Service Enhancement • Identify natural opportunities to introduce customers to additional products or services that genuinely meet their needs • Contribute to service improvement by capturing and sharing customer feedback and insights • Support colleagues and the wider team with collaborative problem-solving Systems & Administration Log all customer interactions in our CRM system with accuracy and attention to detail Navigate multiple internal systems confidently to look up account information and resolve queries Always maintain up-to-date and complete customer records What We're Looking for Essential • Proven experience in a customer service, contact centre, or customer-facing role • A warm, confident telephone manner — you’re someone people enjoy speaking to • Strong listening and communication skills, with the ability to explain things clearly • Comfortable discussing financial information such as bills, balances, and payment options • Natural problem-solver who stays calm and focused under pressure • Tech-savvy and comfortable navigating multiple systems simultaneously • High attention to detail, especially when processing payments or updating records • A genuine team player with a proactive, can-do attitude Desirable • Experience in a billing, payments, or accounts-related environment • Background in telesales, upselling, or product recommendation • Experience supporting customers through sensitive or difficult conversations Who This Role Suits This role is a brilliant next step for someone currently working in retail, hospitality, a contact centre, or any customer-facing environment who wants to move into a professional office-based role — without needing a finance or credit background. If you’re passionate about delivering a five-star customer experience and ready to take on a little more responsibility, we’d love to hear from you. Staff Benefits: 50% off broadband after successful completion of probation period – completely free after 2 years’ service 25 days holiday increasing up to a maximum of 30 days based on length of service – plus bank holidays and day off for your birthday Death in service Salary sacrifice pension scheme Local company discounts Buy and sell holiday scheme Complementary fresh fruit and breakfast bar Friday fridge £500 refer a friend £250 bright ideas scheme Company events – summer party, Christmas party and sports day just to name a few