Customer Engagement Coordinator

6 months ago

Manchester, United Kingdom Alcumus Full time

**Description**:
**Empowering organisations to achieve their highest potential.**

At Alcumus ISOQAR, we draw on our experience, knowledge, and ambition to empower organisations to achieve their highest potential. Through a portfolio of progressive solutions, we work with customers to strengthen their business through ISO certification, ISO training and consultancy, all delivered by our in-house expertise.

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**:
We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:
**Personal Health & Wellbeing / Benefits**

> Enhanced Parental Leave

>Generous annual leave

> Healthcare Plan

> Annual Giving Day - an extra day to give back to yourself or your community

> Car Allowance (role specific)

> Cycle-to-work Scheme

**Future Planning**

>Pension scheme with employer contributions

> Life Assurance - 3X base salary

> Rewards Program - access to discounts and cashback

> LinkedIn Learning License for upskilling & development

**Interested but don’t feel you meet all the requirements?**

**Bring Your Whole Self to Work.**

**What you can expect if you apply**:

- An interview process consisting of:

- A first-stage interview via Microsoft Teams
- Additional interview 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**:
**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 Employment Opportunity**

If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.
- Follow #careerswithalcumus to keep up to date with new vacancies and experience the everyday life at Alcumus._

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