Customer Experience Co-Ordinator

TLP; Southampton; On-site; GBP 30,000; Full time

Job description

Job Title: Customer Experience Co-Ordinator

Location: Office-Based (Free Parking Available)

Salary: £30,000 per annum

Working Hours: Monday to Friday, 8:00 AM - 5:00 PM (40 hours per week)

Annual Leave: 25 days per year (January to December) + UK Bank Holidays

Contract Type: Full-Time, Permanent (6-Month Probation Period)

Benefits:

• Company Pension Scheme
• Free On-Site Parking
• Psychometric Testing as Part of the Recruitment Process

About the Role

TLP Recruitment are seeking a proactive and detail-oriented Customer Experience Co-Ordinator to join a well-established company based in Southampton. While industry experience is advantageous, it is not essential - we welcome candidates with a strong work ethic, excellent communication skills, and a passion for delivering top-tier customer service.

As a key link between billing, customer service, and operations teams, you'll be responsible for ensuring a seamless customer experience, accurate billing, and effective dispute resolution.

Key Responsibilities

Billing & Tariff Management

• Ensure all tariffs are accurately entered and maintained in company systems
• Provide the billing team with pre-checked, approved orders for timely processing
• Minimize unbilled revenue through diligent system management
• Support the Shared Service Centre with accurate service invoicing

Dispute Resolution

• Investigate and resolve billing disputes within set timeframes
• Identify root causes of recurring issues and implement corrective actions
• Maintain documentation of dispute resolutions and provide regular updates to management
• Process approved claims and additional charges promptly

Customer Relations

• Serve as the primary point of contact for billing-related customer inquiries
• Build strong relationships with customers and internal teams
• Deliver exceptional customer service and maintain clear communication throughout the dispute resolution process

Reporting & Compliance

• Generate reports on billing performance and dispute resolution status
• Ensure compliance with internal controls and relevant legislation, including SOX
• Monitor and report on key performance indicators (KPIs)

Requirements

• Strong attention to detail and accuracy
• Excellent customer service and communication skills
• Proficient in Microsoft Office, especially Excel
• Ability to work under pressure and meet deadlines
• Self-motivated with a positive, can-do attitude
• Experience with systems such as FLEC, OMS, Datamart, and TOPS is a plus
• Familiarity with the transportation or logistics industry is desirable but not essential

Who We're Looking For

You might not have specific qualifications or industry experience, and that's okay - we're more interested in your attitude, your ability to learn, and your passion for delivering great service. If you're organised, enjoy solving problems, and thrive in a fast-paced environment, we'd love to hear from you.

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