{"id":3583843,"url":"https://alion.io/job/franke-customer-experience-coordinator","title":"Customer Experience Coordinator","company":{"id":444975,"name":"Franke","domain":"franke.com","url":"https://alion.io/company/franke-5","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["St Albans, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":50000,"period":"year","method":"role_country_seniority_unknown","sample_n":504},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-03T04:02:22Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About Franke\nAt Franke Coffee Systems, we believe every great coffee starts with great people.\nWe’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.\nAs 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.\nAbout the job\nThe 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.\nThis role brings together Customer Experience and Planned Preventative Maintenance.\nThe 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.\nYour tasks\nEmail Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 1 hour\nCustomer Liaison: Act as first line of contact for customer queries: filtering, documenting and escalating technical issues\nPhone Management: Answer calls within 3 rings and handle the nature of the call accordingly\nTroubleshooting: 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\nCredit Requests: Investigate all credit requests and inform customers of the decision once confirmed\nAdministrative Duties: Maintain accurate records in SAP, generate and distribute reports, and handle documentation as required\nCross-departmental Support: Assist account managers, heads of departments, address issues or discrepancies related to machines or customers\nPPM: Assist customers with pre-planned maintenance work; log PPM calls and manage the PPM planner/schedule\nContracts: Support customers with contract queries - adding, amending and cancelling contracts, adding cleaning products and warranties, and generating quotes\nInspection Administration: Add and terminate machines, amend machine details, add group codes, and download certificates via portals\nIoT Support: Utilise IoT to support customers with preventative services and maintain operational machines\n Requirements\nExceptional organisational and time-management skills\nStrong communication and interpersonal abilities\nProficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software\nAbility to multitask and adapt to changing priorities in a fast-paced environment\nAttention to detail and problem-solving skills\nProactive: ability to anticipate needs and take initiative\nTeam player: works well with others and supports team objectives\nCustomer-focused: prioritises customer satisfaction and ensures high-quality service\nFlexible: willing to step into different tasks as and when required, take on additional responsibilities as needed\nWhat we offer you\nOpportunity to work in a collaborative and innovative environment.\nProfessional growth and development opportunities.\nCompetitive salary and benefits package.\nBe part of a company committed to excellence and innovation.\n25 days of holidays\nPrivate Healthcare for you, with the option to add partner and children\nLife Insurance\nIncome Protection\nEV car salary sacrifice\nCycle to work scheme\nBased in St Albans, Once probation has been passed, there is the option to work from home two days per week\nAttractive office space in a good environment\nFor more information see: www.franke.com\n\nImportant information for all executive search companies, headhunters and HR consultants\nThe Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.","description_format":"text","description_chars":4442,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-01T07:06:16Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-11-03T08:26:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.898,"p_room":0.945,"age_days":7,"expected_fill_days":20,"reasons":["conf:1","velocity","win:mid"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/franke-customer-experience-coordinator","json_url":"https://alion.io/job/franke-customer-experience-coordinator.json","meta":{"generated_at":"2026-11-03T11:23:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15490,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":444975},"rest":"https://alion.io/mcp/rest/get_company?id=444975"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffranke-customer-experience-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffranke-customer-experience-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffranke-customer-experience-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/franke-customer-experience-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffranke-customer-experience-coordinator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3583843}},{"tool":"search_jobs","arguments":{"company":"franke.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3583843},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}