Intraday and Customer Experience Coordinator
Radwell-International
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Job summary
Radwell-International is seeking an Intraday & Customer Experience Coordinator in Newcastle-under-Lyme to support real-time performance across voice and email channels. You will deliver actionable insights to Sales Team Managers and help implement Salesforce Service Cloud alongside Genesys Cloud.
The role offers a hybrid working model after initial training and a focus on data‑driven customer experience. Ideal candidates will bring strong Excel and data analysis skills, excellent communication,
Qualifications
- GCSEs English and Maths.
- Strong Microsoft Excel and data analysis skills.
- Strong reporting skills; turn data into actionable insights.
- Excellent written and verbal communication skills.
- Ideally experience in real-time/intraday management.
- Ideally experience using Genesys Cloud and Salesforce Service Cloud or Salesforce CRM.
- Ideally experience with contact centre reporting and dashboards, or supporting system implementations, UAT and process improvements.
- Customer Service or Contact Centre Management qualification would be desirable.
Responsibilities
- Monitor real-time voice and email queues in Genesys Cloud and provide insights to keep service levels on track.
- Identify emergent service-level risks and move resources between queues during peak periods.
- Monitor agent availability, breaks and absence to ensure queues are covered.
- Complete quality evaluations of voice and email interactions against standards and provide feedback to Sales Managers.
- Produce regular reports and dashboards on intraday performance and quality.
- Support Salesforce Service Cloud rollout, testing and issue resolution post-go-live.
Skills
Education
Tools
Job description
Newcastle-under-Lyme, Staffordshire
Are you looking to advance your career within contact centre operations and customer experience? If so, we are currently recruiting for an Intraday & Customer Experience Coordinator to make an impact on our growing Inside Sales team!
Radwell is committed to rewarding and investing in our people, and we believe this must be reflected in our salaries and benefits. As our Intraday & Customer Experience Coordinator, you can expect:
- A salary of £28,500.00 per annum
- A hybrid and flexible working policy (after initial training)
- Fully funded professional memberships
- Pension contribution from Radwell of 4%
- An annual leave of 25 days, plus bank holidays
- Private Health/Medical Insurance and Health Cash Plan
- Life Insurance/Death in Service Insurance
- Access to our benefits portal with a wide range of offerings from high street to local discounts
- A company passionate about wellbeing: 24/7 free health & wellbeing support through Medicash app and helpline, and access to trained Mental Health First Aiders.
- Free tea and coffee
- Free on site parking
As Intraday & Customer Experience Coordinator, you will be at the heart of Radwell’s European Inside Sales operation, with a direct, daily impact on how quickly and how well our customers are served. You will work closely with our Sales Team Managers and play a key part in bringing Salesforce Service Cloud into the business, gaining hands‑on experience of a major system implementation alongside Genesys Cloud. Radwell is committed to providing our employees with learning opportunities, both in‑house and externally, so you can develop your expertise in contact centre performance, quality and data analysis, and actively contribute to the success of our business. If you are looking for a role where your insight genuinely shapes the customer experience, this could very well be the one you have been waiting for.
As Intraday & Customer Experience Coordinator, you will support all aspects of real‑time performance and customer experience across our voice and email channels. Working in an organised, analytical and proactive manner, you will provide Sales Team Managers with the insight they need to keep service levels on track and improve the customer journey. In addition, you will:
- Monitor Genesys Cloud voice and email queues in real time, tracking key measures such as speed of answer, answer and abandonment rates, queue volumes and email response times
- Identify emerging service‑level risks and work with Sales Team Managers to move resources between queues, manage peak periods and escal
- Monitor agent availability, breaks and absence to make sure queues are properly covered
- Complete quality evaluations of voice and email interactions against agreed customer service, sales, process and compliance standards, and give clear, objective feedback to Sales Managers
- Spot trends, recurring customer experience issues and training opportunities, and help develop our quality evaluation criteria
- Produce regular reports and dashboards on intraday performance, service levels and quality, turning data into practical recommendations
- Support the rollout and adoption of Salesforce Service Cloud, including user acceptance testing, process testing and resolving issues after go‑live
- Support the testing and improvement of Genesys Cloud routing, reporting and system changes, working with IT and project teams
- Route customer enquiries to the right team and, where appropriate, respond directly to support the quotation and sales process
- Challenge inefficient processes and drive data‑led continuous improvement across European Inside Sales
Being proficient at data analysis and reporting, and with a clear and confident communication style, you will bring your previous contact centre, customer experience or sales operations experience to the position, meaning the in‑depth training you receive from us will be bolstered by your own knowledge and experience. Furthermore, you will have:
- GCSEs (or equivalent) in English and Maths
- Strong Microsoft Excel and data analysis skills
- Strong reporting skills, with the ability to create, interpret and present operational reports and turn data into actionable insights
- Excellent written and verbal communication skills
- Ideally, experience of real‑time/intraday management, contact centre or workforce management
- Ideally, experience using Genesys Cloud and Salesforce Service Cloud or Salesforce CRM
- Ideally, experience with contact centre reporting and dashboards, or supporting system implementations, UAT and process improvements
- In addition, a Customer Service or Contact Centre Management qualification would be desirable.
Also, if you speak any languages other than English at a fluent level, that would be advantageous to your application; Radwell operates internationally, so any other languages you can speak will always be helpful in this role.
As the world's leading provider of spare parts and repair solutions in industrial electronics, robotics, and automation, Radwell has been supporting our customers in maintaining their systems for more than 40 years. Thanks to our constantly growing stock of currently more than 35+ million parts globally, and decades of cooperation with well‑known manufacturers, our customers benefit from comprehensive solutions and fast response times. With an international footprint, and headquarters in New Jersey, USA, our people work collaboratively across borders. To ensure we all thrive at Radwell, we constantly invest in our people and provide a safe, happy and rewarding workplace for each and every person.
Radwell International is an equal‑opportunity employer and welcomes applications from candidates of all backgrounds. We believe that a diverse workforce is essential to our success and invite individuals who share our commitment to diversity and inclusion to join us in our mission to deliver innovative solutions and exceptional service to our customers worldwide.
Inclusion is at the heart of everything we do at Radwell International. Come be a part of our diverse and dynamic team!
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