Customer Experience Co-ordinator (m/f/d) *

Do you have strong customer service skills and complaints experience?


Our Customer Experience Coordinators supports HSB’s customers and the Customer Experience Team by effectively handling all administrative tasks required by the team and internal & external customers.


In this role you are responsible for conducting quality checks, this may include quality calls with clients following engineering inspections, and complaint record management storage.


As part of your role you will log and handle front line Engineering complaints, providing written responses as necessary. You will also be encouraged to proactively ensure Customer and Client satisfaction, throughout the complaints process, including acquiring feedback following complaint conclusion!




Key Responsibilities:


  • Complaint report and dashboard creating on CRM and where necessary sending to customers or stakeholders;
  • Required administration for ensuring complaint policy and procedures are up to date working with Customer Experience Manager;
  • Updating and maintaining Team meeting notes;
  • Working with Customer Experience colleagues as required on dashboard or presentation creation;
  • Sending surveys to HSB customers;
  • Making calls to customer to complete HSB customer surveys;
  • Supporting with HSB’s Customer Service week planning and delivery;
  • Identifying any process improvements within HSB and raising with Customer Experience colleagues;
  • Identifying any potential or ongoing risks within HSB and raising with Customer Experience colleagues;
  • Drafting cheque requisitions/letters for holding responses or sending cheques;
  • Quality call to clients following engineering inspections;
  • Telephone coverage for Business Assurance Team;
  • Collating information for proactive calls to clients who have had previous complaints or who have been identified as ‘at risk’;
  • Data gathering as and when required to support complaint recommendations;
  • CRM data cleansing as required;
  • Supporting Customer Experience colleagues with Customer Journey mapping activities.


Key Skills & Experience 



  • Ability to handle a varied workload.
  • Call Handling experience
  • Complaints handling background
  • Ability to maintain confidentiality
  • Experience in an office environment and understanding of office procedures.
  • Excellent interpersonal skills
  • Organised, flexible and customer focused.
  • Intermediate PowerPoint, Word & Excel skill
  • Ability to work alone or in a team



  • Experience within similar role in the insurance industry;
  • Relevant qualification in customer experience or administration

HSB helps clients reduce risk through a unique combination of specialist covers, engineering-based risk management strategies and loss prevention services. With a financial strength rating of A++ (Superior) by A.M. Best Company, we have over 500 employees across the UK and Ireland who are passionate about delivering outstanding technical expertise and customer service to our clients.


At HSB, you can expect hybrid working, a competitive salary, and an Employer Pension contribution of 13%. As part of our benefits scheme we will provide private medical, our EAP and life Insurance, as well as lots of additional perks!


HSB is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment.