Customer Experience Co-Ordinator

The Customer Experience Coordinator plays a central role within our organisation, acting as the key link between our discerning clients and our operations team. You will oversee engineer scheduling and logistics, raise and manage work orders, handle client communications, and ensure a consistently exceptional level of service. This position requires strong organisational capability, clear and confident communication, and a proactive mindset to uphold our commitment to service excellence across prime and super-prime properties.

Key Duties & Responsibilities

1. Engineer Management & Logistics

• Coordinate, schedule, and allocate engineers to ensure optimal resource utilisation.

• Match engineer availability, skills, and location to specific client needs across prestigious London properties.

• Monitor job progress, maintaining accountability and ensuring timely, high-quality completion.

• Escalate any delays, risks, or resource challenges to the Operations Manager without hesitation.

2. Work Order Management

• Raise, issue, and manage work orders in accordance with client instructions and internal service standards.

• Ensure all work orders are recorded accurately with complete and relevant details.

• Track progress in real time, updating systems to maintain full transparency.

• Collaborate with finance and admin teams to support invoicing and documentation requirements.

3. Client & Customer Support

• Handle inbound calls promptly and professionally, reflecting the high standards of our brand.

• Respond to client queries via phone, email, or portal communication, delivering accurate and reassuring updates.

• Act as the first point of escalation for service issues, ensuring swift and effective resolution.

• Demonstrate professionalism, empathy, and discretion when communicating with clients in prime and super-prime environments.

4. Team Support, Reporting & Administration

• Maintain up-to-date records across internal systems and client portals, including job progress, reports, and documentation.

• Support reporting requirements, including job completion performance and client SLA metrics.

• Ensure communication trails and job histories are accurate, complete, and audit-ready.

• Contribute to continuous improvement initiatives to enhance service delivery and elevate the customer experience.