Your new company
We are working with a reputable organisation seeking to appoint a Customer Experience - Support Representative to join their growing team. This role plays a key part in delivering a high-quality customer journey, acting as a central point of contact and ensuring efficient coordination across service operations.The position offers the opportunity to work within a fast-paced environment, supporting both customers and internal teams to ensure seamless service delivery.

Your new role
As a Customer Services Cooridnator your role will involve

• Customer Engagement & Case Management.
• Act as the primary point of contact for customers across all stages of the service lifecycle.
• Understand customer needs and manage requirements throughout each stage.
• Take ownership of case management, ensuring queries are resolved efficiently.
• Build and maintain strong, long-term customer relationships.
• Coordinate service visits, including scheduling activities alongside field service teams.
• Manage service quotations, contracts, and order processing.
• Allocate and track job numbers, ensuring accurate records and completion updates.
• Process purchase requisitions and manage order workflows.
• Support invoicing processes and ensure accurate financial handling.
• Maintain stock and inventory levels for field-based engineers.
• Manage parts quotations and secure purchase orders post-service delivery.
• Support helpdesk operations including call handling and service coordination.
• Ensure efficient allocation and tracking of service activities.
• Escalate customer issues or complaints where necessary.
• Maintain accurate customer records and support account setup processes.
• Ensure adherence to internal quality management systems and procedures.
• Collaborate across departments to improve service delivery and customer experience.
• Contribute to KPI tracking and performance targets.

What you'll need to succeed

• Proven experience in a customer-facing or customer support role.
• Ability to work effectively in a fast-paced, evolving environment.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office applications.
• Experience coordinating schedules, operations, or service delivery.
• Experience scheduling field-based service engineers.
• Familiarity with ERP or business systems (e.g., Sage or similar).

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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