Job Description

Purpose of job:

Our aim is to become a market leader in the provision of Electric Vehicle charging solutions to Local Authorities and Businesses as part of our strategy to lead the transition to zero carbon.

The goal is to undertake an ambitious electric vehicle charging installation program, deploying high volume and quality EV installations across the nation. Our aim is to make the world a better place, one charge point at a time.

As a Customer Experience Coordinator, you will provide high-quality administrative, coordination and reporting support across the Customer Experience (CX) function--spanning Account Management, Customer Service and Social Value. Ensuring that partners, councils and landowners experience consistent, reliable service and our commitments are delivered on time, every time. Support cross teams for NPS and CSAT surveys and statistics.

Key Accountabilities:

The role is responsible for the following:

Account Management Support:*
Maintain client engagement logs in, contact lists and account management plans in systems such as Monday.com, prepare monthly customer reports and schedule quarterly account reviews, ensuring actions and next steps are tracked to closure. Collate utilisation, uptime and service metrics for CX and Account Managers, format slide packs using Zest templates and brand assets. Coordinate diaries, agendas, papers and minutes for customer review meetings, circulate decisions, update trackers and follow up actions with owners.

Customer Service coordination:*
Support the triage of inbound queries and route tickets to the right teams, monitor SLAs and nudge owners to keep responses on track. Support escalations and incident updates by coordinating between CX, Network Ops and our 24/7 helpdesk partner, ensure accurate, timely communications to stakeholders. Based on feedback and data analysis, maintain FAQs and customer-facing information with Marketing & Product so content stays current and consistent.

Social Value Support:*
Assist the Social Value Manager with data capture, reporting and evidence packs for contracts (e.g., local employment, apprenticeships, education engagement and community initiatives). Maintain forms, trackers and supply-chain invoices to evidence commitments, chase contributors and compile monthly dashboards for CX and Sales/Bid. Draft case studies and shout-outs for internal/external comms, organise community event logistics and coordinate speakers/internal support.

Team Operations & Continuous improvement:*
Secretariat duties for CX meetings: agendas, minutes, action logs, decision registers, document control and versioning, keep all resources audit-ready. Identify small process improvements (templates, checklists, communication) that reduce effort and improve accuracy across CX workflows. Plus, any other duties as required by the leadership team.

Outcomes, Results & Key Performance Indicators:

Customer reviews delivered on time with complete packs and accurate data, actions closed to agreed deadlines, positive stakeholder feedback. Well-maintained meeting schedules and audit trails (agendas, minutes, decisions) for CX leadership and customer governance. Social value reporting submitted on schedule with validated evidence and supplier returns meeting contract requirements. Brand-consistent materials produced using current templates and tone of voice.

Key Relationships:

Internal

- Customer Experience (CX), Technical Operations, HSEQ, PMO, Marketing, People & Sales

External

- Customers, council partners, supply-chain contributors and community stakeholders

Knowledge and Skills:

Proven experience in administrative coordination, diary management, minute-taking and action tracking in a fast-paced environment. Comfortable handling data (Excel/Power BI), producing slide packs and maintaining trackers, strong attention to detail and written communication. Stakeholder management, friendly, service-oriented mindset, able to prioritise and follow through.

Behaviours:

Driven, collaborative, organised and adaptable. Team-focused, commercially aware, takes ownership and supports colleagues, living our "One Zest" culture.

Qualifications:

Experience working in a similar administrative/coordinator role Ideally educated to A-level or equivalent Degree is preferred but not essential.

Zest is an equal opportunity employer, committed to the values and ultimately societal benefits of diversity, equity, and inclusion

Job Types: Full-time, Permanent

Benefits:

Bereavement leave Casual dress Company events Company pension Cycle to work scheme Gym membership Health & wellbeing programme Referral programme Sick pay Work from home
Education:

Bachelor's (preferred)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Leeds LS1 5DE