Customer Experience Coordinator

Imaginera; Oxford; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a proactive Customer Experience Coordinator to support their dynamic CX team in a hybrid work environment. This entry-level role is perfect for detail-oriented individuals eager to enhance their skills in customer experience. You will manage calendars, prepare materials for client interactions, and assist in implementing customer experience strategies. Join a vibrant company that values teamwork and communication, and offers a supportive culture with numerous benefits, including flexible working hours and a focus on personal growth. If you're passionate about customer service and ready to contribute to a thriving team, this opportunity is for you!

Benefits

25 days holiday plus 8 bank holidays

Contributory pension scheme

Private medical insurance

Flexible working hours

Cycle to work scheme

Wellbeing team & mental health first aiders

Yearly paid time off for medical appointments

Free yoga sessions

Regular team and company events

Employee referral bonus

Qualifications

• Strong organisational and time management skills to manage multiple tasks.
• Excellent written and verbal communication skills for effective client interaction.

Responsibilities

• Manage diaries and schedules for the Customer Experience team.
• Prepare client-facing materials and assist in CX strategy documentation.

Skills

Organisational Skills

Time Management

Communication Skills

Attention to Detail

Proactive Attitude

Collaboration

Customer Experience Passion

Education

Relevant Degree or Equivalent Experience

Tools

Microsoft Office Suite

CRM Systems

Job description

Job Title

Location: Hybrid (Hubs in Oxford & Bristol)

The Role

We are seeking a proactive and organised Customer Experience Coordinator to support our dynamic Customer Experience (CX) team. This entry-level role will focus on ensuring smooth day-to-day operations within the CX team, including diary management, preparing materials for client calls, and assisting in documenting and implementing the CX strategy. The ideal candidate will be highly detail-oriented, a strong communicator, and excited to contribute to an exceptional customer experience journey.

Key Responsibilities:

1. Diary & Calendar Management:
   Support the Customer Experience team by managing calendars and scheduling internal and external meetings with clients and partners, ensuring all appointments are well-coordinated and timely.
2. Collateral Creation:
   Prepare and produce client-facing materials such as presentations, agendas, and meeting notes tailored to the needs of our clients, ensuring calls and meetings run smoothly and effectively.
3. Documentation Support:
   Assist in the documentation of CX strategies, workflows, and processes, ensuring all resources are accurately recorded and easily accessible.
4. Strategy Implementation Assistance:
   Support the implementation of customer experience strategies specific to the reinsurance industry by tracking progress, gathering insights, and ensuring tasks are executed according to plan.
5. Client Communication:
   Assist with client communications, ensuring that inquiries from clients are addressed and necessary follow-ups are conducted in a timely manner.
6. Administrative Support:
   Provide general administrative support to the CX team, including organising team documents, tracking project timelines, and handling any ad-hoc tasks as needed.

Skills and Qualifications:

1. Strong organisational and time management skills, with the ability to manage multiple tasks simultaneously.
2. Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
3. Basic experience with document management tools or CRM systems (preferred but not required).
4. Strong attention to detail and a proactive attitude.
5. Excellent written and verbal communication skills.
6. Ability to collaborate effectively within a team and work independently when needed.
7. A passion for customer experience and a willingness to learn and grow in this area.
8. Enthusiastic and eager to contribute to the success of the team.

Desirable Attributes:

1. Some experience in a customer-facing role (including internships or part-time roles), preferably in financial services or reinsurance.
2. Knowledge of customer experience strategies or customer journey mapping.

Imaginera Culture & Benefits

We believe in creating an environment where people can thrive and reach their potential and succeed in everything they do. Teamwork and communication are key to our business, and we support our teams to achieve high standards. Our business is unique in the market it operates, which means you will learn commercially and technically - mentoring and coaching are an integral part of our business.

In addition to a welcoming and supportive culture, we offer:

• Competitive salary
• 25 days holiday plus 8 bank holidays
• Contributory pension scheme
• Private medical insurance with the option to add family members
• Flexible working hours
• Cycle to work scheme
• A wellbeing team & mental health first aiders
• Yearly paid time off allowance for medical appointments in addition to holiday
• Free yoga sessions
• Regular team and company events
• Employee referral bonus

Who We Are

Here at Imaginera, we create solutions to meet our client challenges across a focused marketplace of Insurance, Reinsurance, and Insurance Linked Securities. We set ourselves apart from our competition by being technically at the top of our game with the unique ability to also communicate directly with our clients, understanding their complex business requirements.

Having spent eight years creating bespoke solutions for our clients, we then diversified into a consultancy and product business. Our first product, Orca, was released in 2020 and has a busy roadmap ahead of it. We are a vibrant company with around 70 employees. Our journey so far has been an exciting and fast one – we don’t have any plans to slow down. So, if you’re excited by growth and opportunity and want to be a part of it, we would love to hear from you.