Service & Customer Experience Coordinator

Chris Lewis Fire & Security and Smart Home; Oxford; On-site; GBP 26,000 - 34,000; Full time

Job summary

Chris Lewis Group is seeking a Service & Customer Experience Coordinator to be at the heart of the customer journey, owning cases from first contact through resolution and coordinating our engineers.

You will build clear updates, balance SLAs, and collaborate with internal teams to ensure customers feel informed and cared throughout every step.

Qualifications

• Experience in customer service or service coordination.
• Excellent communication and organisation.
• Ability to prioritise and manage multiple tasks.

Responsibilities

• Take ownership of the end-to-end customer journey from first contact to resolution.
• Coordinate engineer callouts and reactive works, balancing urgency, SLAs, skills, location and availability.
• Manage tickets to keep actions and next steps clear and track progress.
• Provide proactive updates to customers and maintain clear communication throughout the process.
• Collaborate with engineers and colleagues to keep jobs moving and prevent delays.

Skills

Customer service

Coordination

Communication

Organisational skills

Tools

HubSpot

Uptick

Job description

The Role

At the Chris Lewis Group, we are looking for a Service & Customer Experience Coordinator who wants to do more than answer calls and update systems.

You will be at the heart of our customer experience — taking ownership, solving problems, coordinating our engineers and making sure our customers feel informed and looked after from the moment they contact us through to resolution.

Why the Chris Lewis Group?

We believe great customer service is about ownership, communication and follow-through.

We are a business with a passion for technology, great service and continuous improvement. Our customers rely on us to protect their people, premises and businesses, so what we do — and how we do it — really matters.

We want our people to grow with us too. You will be encouraged to develop your skills, embrace new technology, challenge how things are done and look for opportunities to improve — both personally and as part of the wider business.

If you are naturally curious, enjoy learning and want to work somewhere that gives you the opportunity to keep developing, you will fit right in.

This is a role for someone who likes being at the centre of the action: bringing customers, engineers and internal teams together and making sure nothing gets lost along the way.

What will you be doing?

You will take ownership of the customer journey by:

• Being a trusted first point of contact for our customers.
• Coordinating engineer callouts and reactive works, balancing urgency, SLAs, skills, location and availability
• Managing HubSpot tickets so actions, ownership and next steps are always clear.
• Keeping customers updated rather than leaving them wondering what’s happening.
• Working closely with engineers and colleagues to keep jobs moving
• Proactively contacting customers ahead of renewals and at key points in their journey with us
• Spotting potential problems or dissatisfaction early and helping us put things right.
• Chasing actions, challenging delays and escalating when something needs attention.

Who are we looking for?

You might already work in customer service, service coordination, scheduling, facilities, engineering support or a busy contact environment.

More important than your exact job title is how you work.

You will be someone who is organised, confident on the phone and comfortable juggling competing priorities. You take ownership rather than waiting to be asked, communicate clearly and are not afraid to chase an answer when a customer is waiting.

Experience with HubSpot or Uptick would be useful, but the ability and enthusiasm to learn quickly is just as important.

Could this be your next move?

If you are looking for a customer service role where you can take real ownership, build relationships and have a genuine impact on the customer experience, we’d love to hear from you.