Competitive 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
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
* 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.
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