Customer Experience Coordinator in St Albans

About Franke

At Franke Coffee Systems, we believe every great coffee starts with great people.

We’re not just in the business of coffee machines: we’re in the business of creating exceptional coffee experiences. As a global leader in professional coffee solutions, we combine Swiss precision engineering, cutting-edge innovation, and customer insight to help businesses deliver unforgettable coffee moments, cup after cup.

As we continue to invest in our UK business and expand our team, there’s never been a better time to join us and be part of a company where every role contributes to something exceptional.

About The Job

• The Customer Experience Coordinator supports the delivery of a seamless, positive customer experience by managing customer interactions, resolving queries, and coordinating internal teams to ensure issues are handled efficiently.
• This role brings together Customer Experience and Planned Preventative Maintenance.
• The role exists to ensure customers receive clear, timely, and supportive communication throughout their experience — while building a team where everyone can flex across tasks, cover for absence, and share expertise.

Your tasks

• Email Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 1 hour
• Customer Liaison: Act as first line of contact for customer queries: filtering, documenting and escalating technical issues
• Phone Management: Answer calls within 3 rings and handle the nature of the call accordingly
• Troubleshooting: Resolve calls using videos, documents, and advice from engineers. Log and close calls as fixed over the phone to track remote resolutions; seek insights from IoT for potential issues
• Credit Requests: Investigate all credit requests and inform customers of the decision once confirmed
• Administrative Duties: Maintain accurate records in SAP, generate and distribute reports, and handle documentation as required
• Cross-departmental Support: Assist account managers, heads of departments, address issues or discrepancies related to machines or customers
• PPM: Assist customers with pre-planned maintenance work; log PPM calls and manage the PPM planner/schedule
• Contracts: Support customers with contract queries — adding, amending and cancelling contracts, adding cleaning products and warranties, and generating quotes
• Inspection Administration: Add and terminate machines, amend machine details, add group codes, and download certificates via portals
• IoT Support: Utilise IoT to support customers with preventative services and maintain operational machines

Requirements

• Exceptional organisational and time-management skills
• Strong communication and interpersonal abilities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software
• Ability to multitask and adapt to changing priorities in a fast-paced environment
• Attention to detail and problem-solving skills
• Proactive: ability to anticipate needs and take initiative
• Team player: works well with others and supports team objectives
• Customer-focused: prioritises customer satisfaction and ensures high-质量 service
• Flexible: willing to step into different tasks as and when required, take on additional responsibilities as needed

What we offer you

• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.
• 25 days of holidays
• Private Healthcare for you, with the option to add partner and children
• Life insurance
• Income protection
• EV car salary sacrifice
• Cycle to work scheme
• Based in St Albans, Once probation has been passed, there is the option to work from home two days per week
• Attractive office space in a good environment

For more information see: www.franke.com

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