Job description
Job Title:Customer Experience Co-Ordinator
Location:Office-Based (Free Parking Available)
Salary:£30,000 per annum
Working Hours:Monday to Friday, 8:00 AM – 5:00 PM (40 hours per week)
Annual Leave:25 days per year (January to December) + UK Bank Holidays
Contract Type:Full-Time, Permanent (6-Month Probation Period)
Benefits:
* Company Pension Scheme
* Free On-Site Parking
* Psychometric Testing as Part of the Recruitment Process
About the Role
TLP Recruitment are seeking a proactive and detail-orientedCustomer Experience Co-Ordinatorto join a well-established company based in Southampton. While industry experience is advantageous, it is not essential – we welcome candidates with a strong work ethic, excellent communication skills, and a passion for delivering top-tier customer service.
As a key link between billing, customer service, and operations teams, you’ll be responsible for ensuring a seamless customer experience, accurate billing, and effective dispute resolution.
Key Responsibilities
Billing & Tariff Management
* Ensure all tariffs are accurately entered and maintained in company systems
* Provide the billing team with pre-checked, approved orders for timely processing
* Minimize unbilled revenue through diligent system management
* Support the Shared Service Centre with accurate service invoicing
Dispute Resolution
* Investigate and resolve billing disputes within set timeframes
* Identify root causes of recurring issues and implement corrective actions
* Maintain documentation of dispute resolutions and provide regular updates to management
* Process approved claims and additional charges promptly
Customer Relations
* Serve as the primary point of contact for billing-related customer inquiries
* Build strong relationships with customers and internal teams
* Deliver exceptional customer service and maintain clear communication throughout the dispute resolution process
Reporting & Compliance
* Generate reports on billing performance and dispute resolution status
* Ensure compliance with internal controls and relevant legislation, including SOX
* Monitor and report on key performance indicators (KPIs)
Requirements
* Strong attention to detail and accuracy
* Excellent customer service and communication skills
* Proficient in Microsoft Office, especially Excel
* Ability to work under pressure and meet deadlines
* Self-motivated with a positive, can-do attitude
* Experience with systems such as FLEC, OMS, Datamart, and TOPS is a plus
* Familiarity with the transportation or logistics industry is desirable but not essential
Who We’re Looking For
You might not have specific qualifications or industry experience, and that’s okay – we’re more interested in your attitude, your ability to learn, and your passion for delivering great service. If you’re organised, enjoy solving problems, and thrive in a fast-paced environment, we’d love to hear from you.
For more information, please call TLP Recruitment - Southampton now or apply now and one of the team will be in touch!
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