Intraday and Customer Experience Coordinator

Newcastle-under-Lyme, Staffordshire

Are you looking to advance your career within contact centre operations and customer experience? If so, we are currently recruiting for an Intraday & Customer Experience Coordinator to make an impact on our growing Inside Sales team!

Radwell is committed to rewarding and investing in our people, and we believe this must be reflected in our salaries and benefits. As our Intraday & Customer Experience Coordinator, you can expect:

• A salary of £28,500.00 per annum
• A hybrid and flexible working policy (after initial training)
• Fully funded professional memberships
• Pension contribution from Radwell of 4%
• An annual leave of 25 days, plus bank holidays
• Private Health/Medical Insurance and Health Cash Plan
• Life Insurance/Death in Service Insurance
• Access to our benefits portal with a wide range of offerings from high street to local discounts
• A company passionate about wellbeing: 24/7 free health & wellbeing support through Medicash app and helpline, and access to trained Mental Health First Aiders.
• Free tea and coffee
• Free on site parking

As Intraday & Customer Experience Coordinator, you will be at the heart of Radwell’s European Inside Sales operation, with a direct, daily impact on how quickly and how well our customers are served. You will work closely with our Sales Team Managers and play a key part in bringing Salesforce Service Cloud into the business, gaining hands‑on experience of a major system implementation alongside Genesys Cloud.

Radwell is committed to providing our employees with learning opportunities, both in‑house and externally, so you can develop your expertise in contact centre performance, quality and data analysis, and actively contribute to the success of our business. If you are looking for a role where your insight genuinely shapes the customer experience, this could very well be the one you have been waiting for.

As Intraday & Customer Experience Coordinator, you will support all aspects of real‑time performance and customer experience across our voice and email channels. Working in an organised, analytical and proactive manner, you will provide Sales Team Managers with the insight they need to keep service levels on track and improve the customer journey. In addition, you will:

• Monitor Genesys Cloud voice and email queues in real time, tracking key measures such as speed of answer, answer and abandonment rates, queue volumes and email response times
• Identify emerging service‑level risks and work with Sales Team Managers to move resources between queues, manage peak periods and escal
• Monitor agent availability, breaks and absence to make sure queues are properly covered
• Complete quality evaluations of voice and email interactions against agreed customer service, sales, process and compliance standards, and give clear, objective feedback to Sales Managers
• Spot trends, recurring customer experience issues and training opportunities, and help develop our quality evaluation criteria
• Produce regular reports and dashboards on intraday performance, service levels and quality, turning data into practical recommendations
• Support the rollout and adoption of Salesforce Service Cloud, including user acceptance testing, process testing and resolving issues after go‑live
• Support the testing and improvement of Genesys Cloud routing, reporting and system changes, working with IT and project teams
• Route customer enquiries to the right team and, where appropriate, respond directly to support the quotation and sales process
• Challenge inefficient processes and drive data‑led continuous improvement across European Inside Sales

Being proficient at data analysis and reporting, and with a clear and…