Customer Experience Coordinator

Gateshead

£28,115 per annum

Full Time, working 37.5 hours per week across Monday - Sunday

Join our team at Tructyre as a Customer Experience Coordinator in our busy Customer Experience Centre (CEC), where delivering outstanding customer service is at the heart of everything we do. In this fast-paced, varied role, you’ll support customers, manage complaints through to resolution, and work closely with different teams to improve the overall customer experience, while also providing support across calls, invoicing, and workforce management activities as needed.

The Customer Experience Coordinator role:

• Managing the Customer Complaints process end to end, working cross-functionally to drive continuous improvement in the Customer Experience.

• Providing support and cover to the Realtime Management & Workforce Management function.

• As a multiskilled member of the CEC team, support calls or invoicing activities as required.

• Communicate professionally with customers and stakeholders while meeting SLA targets and delivering excellent customer service.

• Analyse complaint and feedback data to identify trends, support root cause analysis, and improve the customer experience.

• Maintain accurate complaints documentation, reports, templates, and standard operating procedures (SOPs).

Requirements as a Customer Experience Coordinator:

• Previous Customer Service experience ideally gained in a contact centre or other customer service setting

• Good computer literacy and ability to navigate around systems to ensure details are entered accurately (including Microsoft Excel skills)

• Experience of working in a busy office environment or other setting with deadline pressures

• Excellent customer service skills when dealing with complaints

• Strong stakeholder management and influencing skills

• Excellent analytical skills

• Ability to turn data into action (e.g. Root Cause Analysis of reasons for customer complaints)

• Strong business knowledge to aid in problem solving

Benefits as a Customer Experience Coordinator:

• 247.5 hours annual leave (25 days plus 8 bank holidays)

• Additional holidays for long service

• A flexible pension scheme, including life assurance

• Enchanced maternity & paternity pay

• Medicash health cash plan which includes access to a virtual GP as well as discounts on cinema tickets, high street retailers and gyms

• Employee Assistance Programme (Confidential unlimited 24/7 telephone counselling and support plus up to 8 face-to-face counselling sessions)

• Health and wellbeing program

• Tyre Discount Schemes

• Refer a Friend Scheme

• Company Sick Pay

About Us

Tructyre’s mission is to eliminate tyre-related risks for Britain’s fleet of trucks, trailers, buses, and coaches. We do this by quickly fitting tyres, proactively preventing issues to enhance uptime and save money, and stepping in with urgent solutions when needed. De-risking isn’t just about tyres; it’s about making fleet management safer and more efficient, ensuring that tyres are one less worry for operators. We de-risk Britain’s fleets, keeping customers operational and cost-effective.

If you’re enthusiastic, reliable, and ready to make a difference – we’d love to hear from you. Apply today and start your journey with Tructyre.