Customer Experience Support Coordinator

Customer Experience Support Coordinator Location: Calverton, Nottingham (Office-Based – NG14) Salary: £25,000 per annum Contract: Full-Time, Permanent Join Our Growing Customer Experience Team MIES Facilities Management is looking for a proactive, organised, and customer-focused Customer Experience Support Coordinator to join our expanding Customer Experience Team. This is a key role within the business, acting as the first point of contact for our customers and helping to deliver an outstanding customer journey from enquiry through to ongoing contract support. Working closely with colleagues across the business, you'll be responsible for managing customer communications, coordinating customer visits, supporting Planned Preventative Maintenance (PPM) contract administration, and ensuring every customer interaction reflects the high standards of service MIES is known for. Key Responsibilities

• Monitor the Customer Support mailbox, ensuring all customer emails are acknowledged and responded to in line with departmental KPIs and Service Level Agreements (SLAs).
• Take ownership of customer enquiries, aiming to achieve a "one-touch" resolution wherever possible.
• Answer and manage incoming customer telephone calls professionally, ensuring enquiries are resolved promptly or directed to the appropriate department.
• Escalate complex customer issues where necessary while maintaining regular communication until resolution.
• Coordinate customer visits with internal departments, ensuring all arrangements are completed accurately and customers receive a seamless, professional experience.
• Manage contract and renewal enquiries, providing timely updates and liaising with relevant internal teams.
• Support and manage Hyper Care customers, delivering enhanced communication and ensuring a high level of customer satisfaction during critical service periods.
• Prepare, schedule, and distribute customer documentation, including contract and Planned Preventative Maintenance (PPM) documentation, accurately and within agreed timescales.
• Maintain accurate customer records, contracts, and supporting documentation within internal systems.
• Support the administration of Planned Preventative Maintenance (PPM) contracts, including renewals and customer communications.
• Liaise confidently with customers, suppliers, and colleagues at all levels, building strong and lasting working relationships.
• Identify opportunities to improve customer processes and contribute ideas that enhance the overall customer experience.
• Work collaboratively across all departments to ensure customer expectations are consistently met or exceeded.
• Undertake any additional duties or projects as reasonably requested by the Head of Customer Experience. What We're Looking For Essential Skills & Experience
• Previous experience in a customer service, customer support, administration, or contract support role.
• Excellent organisational skills with a strong attention to detail.
• Outstanding communication skills, both written and verbal.
• Ability to prioritise workloads and manage multiple tasks effectively.
• A proactive, positive, and customer-focused approach.
• Strong problem-solving skills with the ability to work independently and as part of a team.
• Good IT skills, including Microsoft Office and experience using internal business systems.
• Ability to remain calm and professional when working under pressure. Desirable
• Experience within Facilities Management or a service-based industry.
• Experience managing contracts or Planned Preventative Maintenance (PPM) schedules.
• Knowledge of CRM or contract management systems. Experience within Facilities Management is advantageous but not essential, as full training will be provided. Key Performance Indicators Success in this role will be measured through:
• Responding to customer emails within agreed response times and SLAs.
• Achieving high levels of first-contact ("one-touch") resolution.
• Maintaining excellent customer satisfaction levels.
• Coordinating customer visits accurately with minimal issues or delays.
• Producing accurate customer documentation within agreed timescales.
• Managing contract and renewal enquiries within agreed service levels.
• Maintaining accurate customer records and contract information.
• Contributing positively to continuous improvement initiatives and departmental objectives.
• Supporting the delivery of departmental KPIs and overall Customer Experience performance. Package & Benefits
• £25,000 per annum.
• Full training and ongoing professional development.
• Supportive and friendly working environment.
• Long-term career progression within a growing business.
• Early finish every Friday.
• 38-hour working week.
• Office-based role in Calverton, Nottingham Working Hours Monday – Thursday: Standard working hours Friday: Finish at 2:30 pm About MIES Facilities Management MIES Facilities Management is a growing provider of maintenance and compliance services across the UK. Our continued success is built on delivering exceptional customer service and living our five core values: Trust - Sustainability - Commitment - People - Excellence We believe in developing our people, creating opportunities for progression, and building long-term careers within a supportive and collaborative environment. Apply today and become part of the MIES Facilities Management team.