Customer Experience Co-ordinator

This is a fantastic opportunity to join our team and work as part of a growing business that is prepared to invest in your future.

Job Title:

Customer Experience Co-ordinator (External Wall Insulation)



Starting salary commensurate with experience and qualifications

This role is based in St Helens, Merseyside


This is a newly created role suited to an individual who is customer focused with strong communication, co-ordination, and organisation skills. Working as part of the K Systems team you will be a key part of the success of this segment.

Your primary responsibility will be the co-ordination of the customer journey from order processing through to delivery. You will deliver excellence in the customer experience through building solid relationships and becoming a trusted partner to the customer, delivering a competitive service.

Key Responsibilities:
  • Take responsibility for health, safety, and well-being to deliver safety-first behaviours

Responsible for the administration of customer sales orders ensuring timely and accurate processing.

Responsible for effectively and efficiently resolving any problems to meeting the customer’s requirements.

Demonstrate teamwork and support the wider St Helen’s team becoming cross-skilled to meet the requirements of the Customer.

Work in partnership with Area Specification Managers to co-ordinate the customer journey from order processing through to delivery.

Maintain collaborative working practices, developing good rapport and effective relationships with all internal and external stakeholders.

Develop solid technical knowledge of external wall insulation systems and componentry, using the technical team to support you to overcome any component supply constraints.

Take ownership of the customer experience to build strong relationships that will support our Organisational vision of setting the standard across our industries for Customer Service.

Pro-active and regular communication with customers to provide updates on their order, particularly highlighting any potential delays, and working with various stakeholders to meet their requirements.

Liaise with multiple internal and external stakeholders (Sales, Supply Chain, Technical, Manufacturing, Transport and Suppliers) to create a range of solutions and deliver a best-in-class customer experience.

Kilwaughter Minerals Limited

Person Specification November 2023

Job Title:Customer Experience Co-Ordinator





  • A minimum of GCSE or equivalent at grade C or above in English and Maths


  • A minimum of 1 years’ experience in a customer-facing role
  • Experience working in a similar Customer Order Co-ordination / Distribution role
  • Experience working within the construction industry dealing with contractors

Skills and Competences

  • Accuracy and attention to detail
  • Excellent problem-solving ability
  • Strong interpersonal and communication skills
  • Good listening skills and ability to identify Customer needs.
  • Self-motivated and able to work pro-actively and under own initiative.
  • Exceptional planning and organisational skills with the ability to meet KPIs.
  • Able to build relationships with multiple stakeholders to deliver customer excellence.
  • Computer literate with of all Microsoft Office applications
  • EWI systems knowledge


Personality Fit:
  • A person who can mix fun, cheer and enjoyment with being effective
  • Ambitious & passionate about our brand, our reputation, and our customers
  • An ambassador for our company values and someone who leads by example
  • Enthusiastic and passionate about our customer experience, market segments and our reputation

Interested in working for Kilwaughter Minerals? Get in touch.

Apply today
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