Customer Relations and Admin Coordinator

The Go-Ahead Group; City Of London; On-site; GBP 23,000 - 29,000; Full time

Job summary

The Go-Ahead Group is seeking a Customer Relations and Admin Coordinator for a 12‑month contract to join the Customer Experience team. The role supports the directorate in responding to customer feedback and coordinating reporting, systems and key administrative activities.

You will liaise with TfL and local managers, maintain CRM data, prepare reports, manage procurement administration, and assist with meetings and minutes while ensuring accurate records and adherence to safety procedures.

Qualifications

• GCSE-level education or equivalent, including English and Mathematics at Grade C/4 or above.
• Strong written and verbal communication skills.
• Excellent organisation and the ability to manage multiple priorities.
• A customer-focused and empathetic approach to handling feedback and complaints.
• Strong attention to detail and confidence working with reports, records and data.
• The ability to build effective relationships with colleagues, partners and stakeholders.
• Good digital skills, with the ability to learn and confidently use different systems.
• A proactive, adaptable and collaborative approach.

Responsibilities

• Coordinate investigation and response to customer feedback and complaints.
• Maintain information within CRM and Business Management Systems.
• Produce customer feedback and performance reports for ORR and other reporting needs.
• Manage procurement administration including raising and tracking purchase orders.
• Support customer service audits and track follow-up actions.
• Assist Customer Experience Manager with meetings, minutes and general admin.
• Maintain accurate and compliant records across the Directorate.
• Support staff during disruption as part of the step-in programme.
• Follow safety and environmental procedures and contribute to improvements.

Skills

Communication

Organization

Data reporting

Customer focus

Stakeholder relations

Education

GCSE English/Maths

Tools

CRM software

Job description

The Opportunity

We are looking for a Customer Relations and Admin Coordinator to join our Customer Experience team for 12 months. This varied role will support the smooth running of the directorate, helping us respond effectively to customer feedback while coordinating reporting, systems and key administrative activities.

What You Will Do

• Liaise with the TfL Contact Centre and local managers to coordinate the investigation and response to customer feedback and complaints.
• Maintain accurate information within our CRM and Business Management Systems.
• Produce customer feedback and performance reports, including information required for ORR reporting.
• Manage procurement administration, including raising and tracking purchase orders and liaising with suppliers.
• Support customer service audits and ensure follow-up actions are tracked.
• Support the Customer Experience Manager with meetings, minutes and general administration.
• Maintain accurate and compliant records across the Customer Experience Directorate.
• Support customer-facing colleagues and customers during disruption as part of our step-in programme.
• Follow relevant safety and environmental procedures and contribute to continuous improvement.

What You Will Bring

• GCSE-level education or equivalent, including English and Mathematics at Grade C/4 or above.
• Strong written and verbal communication skills.
• Excellent organisation and the ability to manage multiple priorities.
• A customer-focused and empathetic approach to handling feedback and complaints.
• Strong attention to detail and confidence working with reports, records and data.
• The ability to build effective relationships with colleagues, partners and stakeholders.
• Good digital skills, with the ability to learn and confidently use different systems.
• A proactive, adaptable and collaborative approach.