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

Every refrigerated truck and trailer moving goods across the country has relied on diesel for decades. It's polluting, expensive, and the technology hasn't changed. Two companies have dominated the market, selling the same legacy technology with minor updates.

Sunswap makes the electric refrigeration that's replacing it - zero emissions, lower operating costs, built from the ground up for how fleets actually operate. We've gone from founding to manufacturing at scale globally in just six years. We built our own production facility in Surrey. We are trusted by major brands like Tesco, Ocado, Birds Eye, and Happy Eggs every single day. With units operating across the UK, France, Netherlands, Belgium, Chile, and Australia.

We've been named Sunday Times Best Place to Work 2024 and 2025. We've won awards for innovation, technology, and marketing excellence. We've secured backing from BGF, Barclays, and Clean Growth Fund. We've got the customers, the traction, and the momentum.

Now we're taking this British-engineered product global. Scaling manufacturing. Opening new markets. Building the team that will make legacy polluting technology obsolete across the world.

If you want to be part of a company that's setting new standards for the industry and scaling internationally, this is it.

Our benefits

• 30 days of annual leave plus Bank Holidays! (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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Nice to have

• Fluent in Spanish

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