Customer Experience Coordinator

TN United Kingdom; Seaham; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading company is seeking a Customer Experience Coordinator in Seaham. This full-time role involves providing exceptional customer service, managing defects, and coordinating with teams to ensure customer satisfaction. The position offers a competitive salary and benefits, including a pension scheme and various learning opportunities.

Benefits

Pension Scheme

24 days annual leave plus public holidays

Life Cover at 1.5 times annual salary

24/7 Employee Assistance Program

Employee discount schemes

Cycle to work scheme

Various learning opportunities

Employee Referral Rewards Scheme

Qualifications

• Experience in planning, organizing, and prioritizing workloads with high accuracy.
• Experience working in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for customers requiring support.
• Capture and process defects using call logging software.
• Coordinate with Subcontractors to rectify defects.

Skills

Excellent interpersonal skills

Strong verbal and written communication skills

Excellent organizational and time management skills

Tools

Microsoft Outlook

Excel

Word

Job description

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EQUANS is recruiting for a Customer Experience Coordinator based in Seaham. This is a permanent, full-time role working 37.5 hours per week. A competitive salary and benefits package are offered.

General Overview

Provide an exemplary customer experience to both internal and external customers. Process defective works within the defect liability period through to closure, including latent defects and retention works. Communicate effectively with Customers, Clients, and Subcontractors in a timely manner.

Key Accountabilities

• Serve as the first point of contact via multiple access platforms for customers requiring support or emergency assistance.
• Capture and process defects using call logging software within agreed timescales.
• Manage retention works identified by the Customer Experience Manager within set timescales.
• Coordinate with Subcontractors and Maintenance Team to rectify defects through to completion within agreed timescales.
• Close out defects promptly.
• Schedule appointments with Customers via the internal Maintenance Team.
• Manage diaries using the Maintenance Outlook calendar.
• Communicate with Clients as required.
• Generate reports as agreed with the Customer Experience Manager.
• Assist colleagues in processing complaints to resolution.
• Identify opportunities for continuous improvement.
• Prepare invoices/chargebacks and record details for monthly reports.
• Perform other reasonable tasks as requested by management.

What We Offer

We offer a competitive salary and benefits, including:

• Pension Scheme
• 24 days annual leave plus public holidays
• Life Cover at 1.5 times annual salary
• 24/7 Employee Assistance Program and mental wellbeing app access
• Employee discount schemes on major brands
• Cycle to work scheme
• Various learning opportunities, including professional qualifications and training
• Employee Referral Rewards Scheme
• Access to employee networks such as WiE, RISE, LGBTQI+, Working Parents, YPN, and Disability Network

Candidate Requirements

Key Skills

• Excellent interpersonal skills
• Strong verbal and written communication skills
• Proficiency in Microsoft Outlook, Excel, and Word
• Excellent organizational and time management skills

Experience

• Experience in planning, organizing, and prioritizing workloads with high accuracy
• Experience working in a fast-paced environment
• Experience in problem-solving and achieving high customer satisfaction

Key Attributes

• Team player
• Enjoys working with customers
• Self-disciplined and methodical
• Good listening, empathy, and understanding skills
• Effective communicator
• Ability to multitask
• Self-motivated

About Us

EQUANS is a global leader in energy services with nearly 50,000 employees across more than 50 countries, and an annual turnover exceeding €17 billion. In the UK & Ireland, we provide technical, FM, regeneration, and energy services, specializing in smart buildings, green mobility, district & embedded energy, and decentralised renewables. Our team supports businesses, public sector organizations, and government entities in embracing the energy transition towards net zero and digital transformation. EQUANS is a Bouygues Group company.

Next Steps

If interested, please register, apply, and track your application through our portal. Our Resourcing Team will review your submission and contact you. We are committed to diversity and inclusion, fostering a welcoming environment where everyone can thrive. Join us and access our networks, including WiE, RISE, LGBTQI+, Working Parents, YPN, and the Disability Network.

Please note, candidates must have the right to work in the UK. We do not offer relocation packages. Some roles may require a Disclosure check. All inquiries should be directed to our Resourcing Team, not directly to managers.