Customer Experience Coordinator

Location: Based 5 days on-site at Sunswap’s Leatherhead HQ (KT22 7BA, UK)

Salary: up to 40k (based on experience)

About us

Sunswap is a clean-tech innovator, pioneering the world’s first fully electric, battery and solar-powered transport refrigeration unit (TRU) — a true zero-emission alternative to diesel-powered systems. Our mission is to decarbonise the global cold chain, delivering sustainable solutions for the transport and logistics industry.

Since our founding in 2020, we have grown rapidly and secured key partnerships with industry leaders like Tesco and DFDS to bring our cutting-edge refrigeration technology to market. In 2024, we secured a £17.3 million investment to accelerate our mission and scale our impact.

Our achievements have earned significant recognition, including the 2024 Technological Breakthrough Award from the Cold Chain Federation and a place in The Sunday Times 2024 & 2025 Best Places to Work list, celebrating our outstanding workplace culture. At Sunswap, we are united by a shared vision of innovation, sustainability, and inclusivity, where every team member is empowered to make a meaningful impact.

Our benefits

• 30 days of annual leave (includes a Wellbeing Day)
• Sabbatical (after 3 years of working with Sunswap)
• 5 free counselling sessions per year
• Family leave ranging from 4 weeks to 4 months
• Free Monthly Lunches & Quarterly Socials!
• Cycle to Work Scheme
• Free Sunswap merch

Job overview

We are seeking a Customer Experience Coordinator to manage day-to-day customer service interactions and ensure customers receive timely, clear, and proactive communication. This role is critical to maintaining Sunswap’s reputation for service excellence, providing the frontline link between customers, our service partners, and our technical team.

The Customer Experience Coordinator will work closely with the Aftermarket Lead, Technical Services Managers, and Commercial team to ensure cases are logged, tracked, and resolved to a high standard, while contributing to continuous improvement in customer satisfaction.

Key responsibilities

• Act as the first point of contact for UK customers on service-related issues, ensuring clear and proactive communication.
• Log, triage, and track customer cases in Sunswap’s service management system, maintaining accurate records for traceability.
• Provide timely updates on job status, ETAs, and resolution progress, managing expectations effectively.
• Manage logistics and admin tasks such as booking trailers transport, liaising with third-party providers, and handling service paperwork.
• Escalate complex or persistent cases to the Technical Services Manager
• Collect and track customer satisfaction feedback, proactively following up post-resolution to strengthen relationships.
• Identify recurring issues, support process reviews, and contribute to continuous improvement in customer experience.
• Ensure all service activity complies with Sunswap’s safety, quality, and communication standards.

Qualifications & experience

• Experience in a customer service, service coordinator, or operations support role, ideally in a technical, engineering, or logistics environment.
• Strong communication skills - confident handling customer queries and managing expectations.
• Organised, detail-oriented, and able to track multiple open cases simultaneously.
• Familiarity with CRM or service management systems preferred.
• A proactive problem-solver, able to escalate effectively and follow issues through to resolution.
• Team player, comfortable working cross-functionally with technical and commercial colleagues.
• Passion for sustainability and innovation is a plus.

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