Customer Experience Coordinator

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 (not essential)

• 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.