Customer Experience Coordinator

jci; Sunbury-on-Thames; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Bank Holidays

Pension plan (up to 7% employer match)

Life assurance

Employee assistance program

Referral scheme

High street discounts

Cycle-to-work scheme

Career development

Job summary

Johnson Controls in Sunbury-on-Thames is seeking a Customer Experience/Dispatch Coordinator to coordinate engineer schedules, manage customer appointments, and ensure installations are delivered on time with minimal disruption. You will work with Field Line Managers and other stakeholders to keep customers informed and supported.

This fast-paced role requires strong customer service, confidence with computers, and the ability to balance workloads.

Qualifications

• Must have strong customer service skills and clear communication.
• Able to learn new systems quickly and use computers confidently.
• Organised, proactive, and comfortable picking up the phone.

Responsibilities

• Dispatch engineers to customer appointments, ensuring the right person is scheduled.
• Balance engineer diaries to maintain productivity and support.
• Coordinate customer visits from start to finish and keep on-track details.
• Collaborate with engineers and managers to resolve issues quickly and inform customers.
• Support scheduling, materials and follow-up visits so engineers stay focused.

Skills

Strong customer service

Computer literacy

Organised & proactive

Tools

ERP/CRM systems

Job description

Join our team as a Customer Experience/Dispatch Coordinator and help create outstanding experiences for our customers. In this fast-paced role, you will coordinate engineer schedules, manage customer appointments, and ensure installations are delivered on time and with minimal disruption. Working closely with Field Line Managers and other key stakeholders, you will proactively address challenges, keep customers informed, and play a vital role in ensuring every interaction is smooth, efficient, and customer-focused.

What we offer

• Competitive Salary: Reflecting your skills and experience

• Generous Leave: 25 days annual leave plus Bank Holidays

• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave

• Comprehensive Benefits:

  • Pension plan (up to 7% employer match)

  • Life assurance

  • Employee assistance program

  • Referral scheme

• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts

• Career Development: Extensive growth and advancement opportunities

How you will do it

• Dispatch engineers to customer appointments, making sure the right person gets to the right job at the right time.
• Keep engineer diaries running smoothly by balancing workloads and ensuring everyone stays productive and supported.
• Coordinate customer visits from start to finish - confirming details, planning ahead, and keeping everything on track.
• Work closely with engineers and managers to solve problems quickly and keep customers feeling confident and informed.
• Support the team by coordinating schedules, materials, and follow-up visits so engineers can stay focused on the job.

What we look for

Must haves:

• Strong customer service skills
• Confident using computers and quick to learn new systems
• Organised, proactive, and comfortable picking up the phone

Nice to haves:

• Experience in scheduling, planning, or coordinating workloads
• Knowledge of the security or engineering industry

About Johnson Controls

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.