Customer Engagement Coordinator

6 months ago

Manchester, United Kingdom Alcumus Group Full time

Description
The Customer Engagement Coordinator role holds responsibility for providing service excellence through coordination of the operational and administrative aspects of service delivery to Clients, to agreed performance KPIs, SLAs and service standards.
What that means day to day

Coordinate and process all requirements in relation to clients' ongoing certification needs including but not limited to;
- Account and registration creation
- New Certificate issue
- Certificate Re-Issue
- Non-conformance administration
- Suspension
- Deregistration

Work collaboratively with peers and the wider business to address client requirements and resolve issues, dealing with each enquiry in a timely and professional manner. Ensuring clear and concise communication is used at all times both written and verbal.

Liaise with the Technical department to ensure technical checks are completed when necessary on audit documentation and where necessary to resolve client queries

Coordinate the certificate issue process, including preparation of certificate checklists for presentation to the Technical Review Team, updating relevant systems and confirming payment status

Work collaboratively with billing administrators and invoicing and collections team to ensure effective finance management -take ownership of supplying relevant invoicing information and liaison with clients to resolve invoicing and payment queries

Creating and issuing all required audit documentation within agreed SLAs to ensure that the auditor is equipped to undertake the work required, monitoring the progress of audit report submissions and the close out of any actions resulting from the audit

Administrative duties to support the field team

What you’ll need to be successful

**Essential**:
Experience working in a customer support role

Strong communication skills -Ability to organise and multitask

Competent with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)

Level 2 standard or equivalent in literacy and numeracy

**Desirable**:
Advanced computer and reporting skills
What you’ll get in return

FOR THE HERE AND NOW - We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, a ‘giving day’ to give back to others, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you’re physically and mentally unwell.

FOR FUN - You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are) and it’s important to us that everyone contributes to an environment that is positive and full of laughs. We’ve always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.

Sound interesting so far?

**What you can expect if you apply**:
**An interview process consisting of**:
An initial discovery call with the recruiter

A first stage interview via Microsoft Teams

Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.

About Alcumus

**Who we are**:
By this point, you’ll likely have decided if the role sounds up your street, but what about Alcumus as an employer?

Time to introduce ourselves

We believe that everyone should be able to go home safely from work every night, so we’ve made it our mission to build risk management solutions that are far beyond simple box ticking exercises, instead embracing new and evolving technology that will support our clients to keep their workforce safe.

We’re a PE backed, high growth business that sets ambitious goals, moves at pace, and fails fast. We believe that if you look after your people, they look after everything else, so we place significant emphasis on providing stretch for personal development. Our growth will be your growth.

We value diversity and work hard to foster a culture where everyone can bring their whole self to work, each and every day. Every one of our people is unique, and that’s what makes Alcumus stronger as a whole.

**What we stand for**:
Our values are the core of our business and fundamental to the way we work. In your role, you will;
Be a team player - working collaboratively and being consciously inclusive with your colleagues

Be brave - sharing your ideas, challenging the status quo, and taking responsibility for the part you play

Know your stuff - continuously developing your skills and expertise, with the support from our many learning offerings

Enjoy the journey - contributing to a positive working environment that enables you and everyone around you to be at their best

Equal Em

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