Job Description

Customer Experience Coordinator

About the Role

I'm looking for an experienced Customer Experience Coordinator to join a busy and customer-focused team. This is a fantastic opportunity for someone who is passionate about delivering excellent customer service, resolving issues efficiently, and making a genuine difference to customers' experiences.

As a Customer Experience Coordinator, you'll be the first point of contact for customers, handling enquiries across a variety of channels including telephone, email, online portals and social media. You'll play a vital role in ensuring customers receive a professional, empathetic and efficient service, while taking ownership of enquiries and seeing issues through to resolution.

Working closely with colleagues across multiple teams, you'll help deliver a seamless customer journey and contribute to continuous service improvement.

Key Responsibilities

Respond to customer enquiries across multiple channels in a professional, friendly and timely manner.

Take ownership of customer issues and complaints, working proactively to achieve positive outcomes.

Build strong and positive relationships with customers, ensuring they feel listened to and supported.

Work collaboratively with internal teams to resolve enquiries and deliver excellent customer service.

Maintain accurate customer records and update internal systems efficiently.

Identify opportunities to improve the customer experience and contribute to service improvements.

Manage a varied workload while maintaining high levels of accuracy and attention to detail.

About You

I'm looking for someone with a proven track record in customer service who genuinely enjoys helping people and solving problems.

Due to the nature of the role, I can only consider applicants who have experience within one of the following sectors:

Housing Associations

Local Authorities / Councils

Repairs & Maintenance Contractors

Responsive Repairs, Voids, Planned Works or Asset Management environments

You'll be confident handling a wide range of customer enquiries, including complex and sensitive situations, and have the ability to remain calm and professional under pressure.

Skills & Experience Required

Previous customer service experience within housing, local government, contractor or repairs and maintenance environments.

Excellent verbal and written communication skills.

Strong problem-solving abilities and a solution-focused approach.

Experience managing customer enquiries, complaints and service requests.

Ability to build positive relationships with customers and colleagues.

Comfortable using customer service systems, databases and Microsoft Office applications.

Strong organisational skills with the ability to prioritise competing demands.

A proactive attitude and commitment to delivering exceptional customer experiences.

Why Apply?

This is an opportunity to join a supportive and collaborative team where customer service is at the heart of everything we do. You'll be part of an environment that values teamwork, continuous improvement and professional development, while giving you the chance to make a real difference to customers every day.

If you're passionate about customer service and have experience within housing, local authority, contractor or repairs and maintenance services, I'd love to hear from you