Customer Experience Coordinator

2 days ago


Tamworth B, United Kingdom Crystal Specialist Finance Full time

Crystal Specialist Finance are an aware winning specialist brokerage, covering specialist residential, second-charge, buy to let, commercial and bridging finance.

We are looking for a vibrant, efficient and conscientious individual to join our expanding team as Customer Experience Coordinator. This role is an entry level role for an ambitious and organized individual who wants to start a career in mortgages, with plenty of opportunity to develop.

The role

The Customer Experience Coordinator plays a critical role in ensuring a smooth and efficient journey from lead creation through to application submission.

They are responsible for managing lead allocation, progressing enquiries, completing lender DIPs, and coordinating the collection of documents and information required for the mortgage advisers.

The role is central to maintaining speed, accuracy, and exceptional service standards - ensuring every case is handled efficiently and in line with Crystal's service expectations.

Key Responsibilities

Lead Management & Allocation:- Review and allocate all new leads within SLA to appropriate team members or departments.

Case Progression & DIP Management- Prepare, submit, and manage lender decisions in principle (DIPs) on behalf of advisers where required.

Customer Communication & Document Collection: Contact customers to obtain outstanding documents, proof of ID, income verification, and supporting information. Maintain clear, professional communication throughout — ensuring customers understand what's needed and why.

Service Delivery & Workflow Compliance: Ensure all information captured in CRM is accurate, complete, and up to date at every stage. Maintain a consistent focus on service excellence, customer outcomes, and turnaround speed.

Collaboration & Continuous Improvement: Liaise closely with Mortgage Advisers, Underwriters, and QA to resolve issues quickly. Identify recurring process challenges and suggest improvements to Team Leader or Operations.

Business Standards- Adhere fully to the Company Handbook, policies and procedures and FCA's Principles of Business. Ensure that you fully understand and reasonably anticipate, minimise & manage Operational, Conduct and Regulatory risk. Adhere & embody all industry best practice and regulatory requirements; be accountable for on-going development of own technical skills and knowledge.

Experience Required

Previous experience in an administration support role.

Customer service and communication, particularly telephony.

Organized with attention to detail.

Experience of CRM systems and data entry.

Understanding of the mortgage market- advantageous .

Job Types: Full-time, Permanent

Pay: £25,500.00-£27,500.00 per year

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • On-site parking
  • Sick pay

Work Location: In person

Reference ID: cec



  • Birmingham B EP, United Kingdom Customer First Venue Services Ltd Full time £27,000 per year

    Company Overviewthestudiothestudio provide amazing event spaces across the UK. Great people and great service, delivered in a creative and inspirational environment Our vision is for our customers to say why would we go anywhere else?SummaryWe are seeking an enthusiastic Sales and Events Coordinator to join our dynamic Sales Team at thestudio in Birmingham....


  • Tamworth, United Kingdom RETAIND Ltd Full time

    **Customer Service Coordinator** £24,000 - £25,000 per annum (Dependent upon experience) Tamworth, Staffordshire Full Time, Permanent position **Customer Service Coordinator - The Role in Summary**: **Expect a varied role working within a busy environment, dealing with customer enquiries, organising work and appointments for engineers on the road, dealing...


  • Tamworth B QU, United Kingdom Delamode Anglia Limited Full time

    Salary Band - £26,000 - £29,000 depending on experienceJob OverviewThe Logistics Coordinator is responsible for planning, coordinating, and managing international freight movements. The role ensures efficient load planning, cost-effective carrier selection, and compliance with transport and customs regulations, while maintaining excellent communication...


  • Birmingham B PA, United Kingdom Global Experience Specialists Full time £25,000 - £40,000 per year

    Are you ready to take your Planning and Coordination expertise to the next level?GES is seeking a dynamic and dedicated Planning Coordinator/Receptionist to join our team based at the NEC.If you thrive in a fast-paced environment and have a passion for delivering exceptional service to clients worldwide, this is the opportunity for youThe Planning...


  • Tamworth, United Kingdom Hollyfield Personnel Full time

    A hiring organization is seeking a Call Centre Representative in Tamworth. In this role, you'll manage the lifecycle of property claims, ensuring customer interactions are handled professionally. Ideal candidates will have experience in claims handling and customer service, along with strong organizational skills. This full-time, office-based position offers...


  • Tamworth, United Kingdom Speedy Hire Full time

    A leading hire services company in Tamworth is searching for an Operations Coordinator to manage order deliveries, respond to customer queries, and oversee depot operations. The ideal candidate will possess strong organizational and communication skills, have experience in a similar role, and be proficient in MS Office. This is a full-time entry-level...


  • Tamworth, United Kingdom Cast UK Full time

    Customer Experience AdviserTamworth£26,830 bonus benefits(on -site) Do you have strong customer service skills and are looking to join a close-knit team? Are you organised and efficient If so, this could be the perfect role for you! You will be working for an established company with clear lines of progression.Why should I apply?This is a fantastic chance...


  • Tamworth, United Kingdom TSR Full time

    We are recruiting for a Customer Care Coordinator to join our clients Customer Services department on a full-time and permanent basis. Our client is a high-end Housebuilder and you must have relevant experience of scheduling repairs to be successful. On a daily basis you will be; - Liaising with sub-contractors - Undertake the Home Quality Inspection of...

  • Coordinator

    2 days ago


    Tamworth, United Kingdom Adecco Full time

    We're Hiring! Coordinator Permanent contract £25, Location: Tamworth, B78 Join our dynamic and growing team as a Coordinator! Are you an organised and efficient Co-Ordinator/Scheduler? Do you thrive in a fast-paced environment? If so, our client wants to hear from you! As a Coordinator, you will play a vital role in ensuring the smooth operation of their...


  • Birmingham B, United Kingdom Spring Housing Association Full time

    Are you an experienced and highly organised administrator looking to take the next step in your career within a supportive and professional environment? We have an exciting opportunity to join our charity, based in North Birmingham, where you'll play a vital role in providing exceptional HR and customer service administrative support across the business.We...