Customer Experience Coordinator

Johnson Controls; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global services company in Manchester is seeking a dedicated Customer Service Coordinator. This hybrid position requires a strong multitasker with a passion for delivering exceptional service. Responsibilities include scheduling appointments, communicating with customers, and collaborating with various teams to ensure smooth operations. The ideal candidate will possess at least a year of customer service experience, excellent communication skills, and a keen attention to detail. Competitive salary and generous leave are offered.

Benefits

Competitive Salary

25 days annual leave

Flexible working arrangements

Comprehensive benefits including pension plan

Exclusive Discounts

Qualifications

• At least 1 year of customer service experience required.
• Strong written and verbal communication skills are necessary.
• Proficiency in using multiple PC applications is a must.

Responsibilities

• Coordinate engineer appointments and manage schedules.
• Communicate with customers to confirm schedules.
• Support KPIs and report to the Planning Team Manager.

Skills

Customer service experience

Excellent communication

Multitasking

Time management

Attention to detail

Tools

GANT-based planning software

PC applications

Job description

🌟 Join Us as a Customer Service Coordinator 🌟

📍 Manchester – Tyco Park | 🕒 Full-Time | 💻 Hybrid Working (2 days/week after 6 months)

⏰ Usual Hours: 8:00–17:00, Monday to Friday | Flexibility Required: Between 7:00–19:00 Monday to Sunday

Are you a master of multitasking with a passion for delivering exceptional service? Step into a pivotal role where your coordination skills keep our field operations running smoothly and our customers smiling.

🎁 What we offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro-rated in hours)
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  • Pension plan (up to 7% employer match)
  • Life assurance
  • Employee assistance program
  • Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

🧭 What You Will Do

As a Service Operations Specialist, you’ll be the heartbeat of our maintenance scheduling team—working closely with internal teams and national clients to ensure planned and emergency works are executed seamlessly. Your day-to-day will include:

• Coordinating engineer appointments and managing dynamic diaries
• Communicating with customers via phone and email to confirm schedules and resolve queries
• Ordering parts, securing purchase orders, and completing permits
• Navigating multiple customer portals and internal systems
• Collaborating with Service Managers to optimize engineer productivity
• Liaising with Sales, Billing, FM Helpdesk, and Subcontractors
• Supporting KPIs and reporting to the Planning Team Manager

📈 What We Look For

Must-Haves

• At least 1 year of customer service experience
• Excellent communication skills—written and verbal
• Strong multitasking and time management abilities
• High attention to detail and urgency
• Confident decision-making and problem-solving skills
• Proficiency in using multiple PC applications

Nice-to-Haves

• Experience with GANT-based planning or dispatch software
• Familiarity with processing invoices and purchase orders
• Previous scheduling experience in a service or maintenance role

You will be joining a friendly, supportive team where colleagues genuinely help each other succeed. If you're looking for a role where you can grow, feel valued, and enjoy coming to work—this could be just the opportunity for you.