Customer Experience Coordinator: Admin & Feedback Ops

The Go-Ahead Group; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

The Go-Ahead Group is seeking a Customer Relations and Admin Coordinator to join the Customer Experience team for a 12-month period. The role focuses on coordinating responses to customer feedback, maintaining CRM data, and handling a range of admin duties to support the directorate.

You will liaise with managers and TfL, generate reports, manage procurement records, and assist with audits and meetings. A proactive, organised candidate with strong communication skills will thrive in this role.

Qualifications

• GCSE-level education required, including English and Maths (Grade C/4 or above).
• Strong written and verbal communication skills are essential.
• Excellent organisation and ability to manage multiple priorities.
• Customer-focused and empathetic approach to handling feedback and complaints.
• Strong attention to detail and confidence with reports, records and data.
• Ability to build effective relationships with colleagues, partners and stakeholders.
• Good digital skills and ability to learn different systems.
• Proactive, adaptable and collaborative approach.

Responsibilities

• Coordinate investigation and response to customer feedback and complaints with TfL Contact Centre and local managers.
• Maintain accurate information within CRM and Business Management Systems.
• Produce customer feedback and performance reports, including ORR reporting information.
• Manage procurement administration, including purchasing and liaising with suppliers.
• Support customer service audits and track follow-up actions.
• Assist Customer Experience Manager with meetings, minutes and admin tasks.
• Maintain accurate and compliant records across the Directorate.
• Support staff during disruption under the step-in programme.
• Follow safety and environmental procedures and contribute to continuous improvement.

Skills

GCSE/English/Maths

Strong written/verbal comms

Organisational skills

Customer-focused

Attention to detail

Relationship building

Digital skills

Proactive & collaborative

Education

GCSE level education

Job description

The Go-Ahead Group is seeking a Customer Relations and Admin Coordinator to join the Customer Experience team for a 12-month period. The role focuses on coordinating responses to customer feedback, maintaining CRM data, and handling a range of admin duties to support the directorate.

You will liaise with managers and TfL, generate reports, manage procurement records, and assist with audits and meetings. A proactive, organised candidate with strong communication skills will thrive in this role.