Customer Relations and Admin Coordinator

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 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.