Customer Experience Co-ordinator Location: Aldershot, GU11 Salary: Up to £28,000 per annum Hours: Full-time, office-based About the Role This is an exciting opportunity for a motivated and ambitious Co-ordinator to play a pivotal role in assisting families in receiving the additional help, support, and communication they need. You will be instrumental in ensuring enquiries are handled with care, ownership, and resolved efficiently and effectively. Purpose of the Role To ensure that when a family reaches out, their enquiry is managed from start to finish, with a focus on delivering a timely, empathetic, and satisfactory resolution. Key Responsibilities Manage and resolve enquiries in collaboration with Pinnacle and other stakeholders Maintain open and consistent communication with families, providing regular updates Investigate cases thoroughly using available tools, reports, and system data Manage in-hours emergencies and appoint non-complex works Respond to inbox and phone queries professionally and within service level agreements Handle complex queries that require additional attention and case management Maintain accurate records and trackers for internal visibility Support with ad hoc duties and projects as required Essential Skills and Experience Confident using systems and digital platforms Strong focus on customer experience with an empathetic and proactive approach High attention to detail with the ability to fully investigate and resolve issues Self-motivated, organised, and capable of managing multiple workstreams Excellent verbal and written communication skills Ability to manage phone and email enquiries efficiently Skilled in identifying customer needs and delivering appropriate solutions Comfortable handling sensitive issues and supporting customers in challenging situations Proven ability to multitask and navigate between systems while maintaining service quality Who You Are You are empathetic, professional, and solutions-focused. You thrive in a busy environment, enjoy solving problems, and take pride in delivering an excellent standard of support to families who need it most. Please apply today or call Leah Seber at Build Recruitment for more info Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer