Senior Customer Experience Coordinator

About NVD

Founded in 1980 as a family-owned business, NVD UK was established to support vehicle manufacturers by ensuring the timely and incident-free distribution of their products. Over the years, we have become a trusted one-stop solution, delivering all three core pillars of outbound logistics: transporting, storing, and enhancing our customers’ vehicles before final delivery.

Since our inception, NVD UK has led the way in pioneering the digitisation of the Finished Vehicle Logistics (FVL) industry. As early adopters of emerging technologies, we have introduced significant efficiencies that save our customers both time and money. Our commitment to progress, innovation, and continuous service improvement remains central to our business ethos today.

Role Summary

As a Senior Customer Experience Coordinator, you will take ownership of fleet customer orders across multiple OEM and fleet accounts, ensuring vehicles progress through the supply chain efficiently while delivering an exceptional customer experience.

The role is heavily focused on customer account coordination, performance management, forecasting, and proactive issue resolution. You will work closely with operational departments, transport providers, and customer stakeholders to manage customer expectations, monitor order progress, oversee damage repair timelines, and ensure risks are identified and addressed before they impact delivery performance.

You will lead regular customer performance reviews, produce forecasting and operational reporting, and work across the business to ensure agreed service levels are achieved. This role requires someone who is confident challenging poor performance, holding internal teams accountable, and driving improvements, while always putting the customer first.

Pay and Benefits

• Salary: £31,000 - £35,000 per annum (depending on experience)

• Annual performance bonus

• Pension scheme

• Annual leave purchase scheme

• Tyre purchase scheme

• Bike to Work scheme

• Discounted gym membership

• Mental Health and Wellbeing Scheme

Key Responsibilities

• Manage fleet customer orders across multiple brands and key customer accounts, ensuring vehicles progress through the supply chain in line with customer requirements.

• Be the primary point of contact for assigned customers, managing expectations and providing clear, timely updates throughout the vehicle journey.

• Host regular customer review meetings to discuss order performance, delivery progress, service levels, and outstanding actions.

• Produce forecasting and demand planning reports to support operational capacity and ensure customer requirements can be met.

• Monitor vehicle activity, delivery performance, and operational KPIs, proactively identifying risks and implementing corrective actions before issues escalate.

• Manage damage repair timelines, coordinating with operational teams and repair providers to minimise delays and keep customers fully informed.

• Work closely with Operations, Transport, Vehicle Processing, and Finance teams to resolve issues and deliver against agreed customer commitments.

• Hold internal teams accountable for service delivery, ensuring agreed actions are completed within required timescales and challenging poor performance where necessary.

• Prepare and analyse operational reports, customer performance data, and service metrics to support informed decision-making and continuous improvement.

• Drive improvements in customer communication, reporting, and operational processes to enhance the overall customer experience.

• Support the development of best practices across the Customer Experience team and contribute to a culture of accountability and continuous improvement.

What We're Looking For

• Previous experience in a senior customer service, customer operations, logistics, fleet coordination, or account management role.

• Confident holding internal teams accountable, constructively challenging poor performance, and ensuring agreed actions are delivered.

• An excellent communicator with the confidence to manage customer relationships, lead meetings, and influence stakeholders across the business.

• Highly organised with the ability to manage multiple priorities, competing deadlines, and a varied workload in a fast-paced environment.

• Resilient under pressure, maintaining a positive and solutions-focused approach as workloads and customer demands increase.

• Strong problem-solving skills with a proactive mindset, identifying and resolving issues before they impact the customer.

• Experience using multiple business systems is essential, with the ability to quickly learn new platforms and manage data accurately.

• Strong Microsoft Office skills, particularly Excel, with experience producing reports, forecasting, and analysing operational performance.

• A customer-first attitude with a genuine commitment to delivering exceptional service and driving continuous improvement.

• Experience within automotive logistics, fleet operations, vehicle distribution, or supply chain management would be advantageous.

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.

#IND2