Customer Experience Coordinator

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

Job summary

A leader in building technology solutions in Manchester is seeking a Customer Service Coordinator. In this hybrid role, you will be vital in scheduling and coordinating with clients to ensure operations run smoothly. Your responsibilities include managing engineer appointments, communicating effectively with customers, and navigating various systems. The ideal candidate has customer service experience, strong communication skills, and multitasking abilities. Enjoy a competitive salary and generous benefits in a supportive team environment.

Benefits

Competitive salary

Generous leave

Pension plan

Career development opportunities

Free onsite parking

Dress down Fridays

Qualifications

• At least 1 year of customer service experience.
• High attention to detail and urgency.
• Confident decision-making and problem-solving skills.

Responsibilities

• Coordinate engineer appointments and manage diaries.
• Communicate with customers to confirm schedules and resolve queries.
• Order parts and secure purchase orders.

Skills

Excellent communication skills

Strong multitasking abilities

Time management

Attention to detail

Decision-making skills

Proficiency in PC applications

Tools

Planning or dispatch software

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.