Customer Experience Coordinator

Franke Group; St Albans; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

25 days holidays

Private Healthcare

Life insurance

Income protection

EV car salary sacrifice

Cycle to work scheme

Home working after probation (2 days)

Job summary

Franke Coffee Systems UK is seeking a Customer Experience Coordinator in St Albans to manage customer interactions, resolve queries, and coordinate internal teams for timely issue resolution.

The role blends customer service with planned maintenance responsibilities, handling email, portal tickets, and calls while supporting account managers and engineers. Hybrid working options apply after probation.

Qualifications

• Exceptional organisational and time-management skills are essential.
• Excellent communication and interpersonal abilities are required.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.
• Ability to multitask and adapt to changing priorities in a fast-paced environment.

Responsibilities

• Email Management: Monitor, prioritise, and respond to customer emails and tickets within 1 hour.
• Customer Liaison: act as first line of contact for queries and escalate technical issues.
• Phone Management: answer calls promptly and handle accordingly.
• Troubleshooting: resolve calls using resources from engineers and IoT insights.
• Credit Requests: investigate and communicate decisions to customers.
• Administrative Duties: maintain records in SAP and generate reports.
• Cross-departmental Support: assist account managers and department heads with issues.
• PPM: assist with planned maintenance and log PPM calls.
• Contracts: support contract queries, amendments, quotes, and cancellations.
• Inspection Administration: manage machine details and certificates via portals.
• IoT Support: use IoT insights to support preventative services.

Skills

Organisational skills

Time management

Strong communication

Interpersonal abilities

Microsoft Office

Scheduling software

Multitasking

Attention to detail

Proactive

Team player

Customer-focused

Flexible

Tools

SAP

Scheduling software

Job description

About Franke

At Franke Coffee Systems, we believe every great coffee starts with great people.

We’re not just in the business of coffee machines: we’re in the business of creating exceptional coffee experiences. As a global leader in professional coffee solutions, we combine Swiss precision engineering, cutting-edge innovation, and customer insight to help businesses deliver unforgettable coffee moments, cup after cup.

As we continue to invest in our UK business and expand our team, there’s never been a better time to join us and be part of a company where every role contributes to something exceptional.

About The Job

• The Customer Experience Coordinator supports the delivery of a seamless, positive customer experience by managing customer interactions, resolving queries, and coordinating internal teams to ensure issues are handled efficiently.
• This role brings together Customer Experience and Planned Preventative Maintenance.
• The role exists to ensure customers receive clear, timely, and supportive communication throughout their experience — while building a team where everyone can flex across tasks, cover for absence, and share expertise.

Your tasks

• Email Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 1 hour
• Customer Liaison: Act as first line of contact for customer queries: filtering, documenting and escalating technical issues
• Phone Management: Answer calls within 3 rings and handle the nature of the call accordingly
• Troubleshooting: Resolve calls using videos, documents, and advice from engineers. Log and close calls as fixed over the phone to track remote resolutions; seek insights from IoT for potential issues
• Credit Requests: Investigate all credit requests and inform customers of the decision once confirmed
• Administrative Duties: Maintain accurate records in SAP, generate and distribute reports, and handle documentation as required
• Cross-departmental Support: Assist account managers, heads of departments, address issues or discrepancies related to machines or customers
• PPM: Assist customers with pre-planned maintenance work; log PPM calls and manage the PPM planner/schedule
• Contracts: Support customers with contract queries — adding, amending and cancelling contracts, adding cleaning products and warranties, and generating quotes
• Inspection Administration: Add and terminate machines, amend machine details, add group codes, and download certificates via portals
• IoT Support: Utilise IoT to support customers with preventative services and maintain operational machines

Requirements

• Exceptional organisational and time-management skills
• Strong communication and interpersonal abilities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software
• Ability to multitask and adapt to changing priorities in a fast-paced environment
• Attention to detail and problem-solving skills
• Proactive: ability to anticipate needs and take initiative
• Team player: works well with others and supports team objectives
• Customer-focused: prioritises customer satisfaction and ensures high-质量 service
• Flexible: willing to step into different tasks as and when required, take on additional responsibilities as needed

What we offer you

• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.
• 25 days of holidays
• Private Healthcare for you, with the option to add partner and children
• Life insurance
• Income protection
• EV car salary sacrifice
• Cycle to work scheme
• Based in St Albans, Once probation has been passed, there is the option to work from home two days per week
• Attractive office space in a good environment

For more information see: www.franke.com