Customer Success Coordinator

5 days ago

Gloucester, Gloucestershire, United Kingdom Lease Electric Full time

Package, Salary & Remuneration

  • Open to full-time and part-time candidates, with a minimum of 25 hours per week
  • 25 – 37.5 hours a week (minimum 5 hours a day, 5 days a week)
  • £18,650 - £29,000 per annum plus bonus up to 5%
  • 25 days of annual leave plus Bank Holidays
  • Net-Zero sustainable workplace pension scheme
  • Off-setting your carbon footprint through investment in some of the world's best climate change solutions and the planting of trees every month.

Upon successful completion of your (6-month) probation period, you will become eligible for:

  • Electric car salary sacrifice scheme (if eligible)
  • Free on-site EV charging
  • 1-day annual leave for use on your birthday
  • BUPA Select Complete Private Medical Insurance
  • Life Assurance Policy

Job Description

We are looking for a dedicated and organised Customer Success Coordinator to join our team. This role is integral to the success of our sales operations, ensuring smooth management of our customer relationships, vehicle finance processing, and in-life contract management. You will be the main liaison between our customers, procurement partners, and internal teams, ensuring a top-notch experience from vehicle order to contract completion.

Key Responsibilities

Vehicle Finance Processing:

  • Assist with vehicle finance applications, including preparing and submitting associated documents and forms.
  • Liaising with customers to ensure the timely signing of finance agreements and ensure all necessary paperwork is completed.
  • Collaborate with partners to ensure timely and accurate processing of all finance-related tasks.

Vehicle Orders and Delivery Coordination:

  • Process vehicle orders with our procurement partner, ensuring timely and accurate execution.
  • Liaise with customers to update them on the status of their vehicle orders and arrange delivery.
  • Troubleshoot any delays or issues and communicate with relevant stakeholders to find resolutions.

CRM Management:

  • Maintain and update the CRM system with customer information, contract details, and communication history.
  • Ensure all customer data is accurate and up to date for smooth operations and reporting.

Customer Experience & In-Contract Management:

  • Be the main liaison between the customer and the customer experience team, handling in-contract queries such as Mileage rescheduling and adjustments.
  • Manage the end-of-contract process, including arranging vehicle collections, facilitating early terminations, and addressing any final queries.
  • Provide exceptional customer service throughout the lease duration, ensuring a smooth and positive experience.

Qualifications and Skills:

  • Prior experience in sales support, customer service, or a similar role (automotive or leasing experience is a plus).
  • Strong organisational skills with the ability to manage multiple tasks simultaneously.
  • Proficiency with CRM systems and basic finance processing knowledge.
  • Excellent communication and interpersonal skills, with a customer-first approach.
  • Attention to detail and problem-solving abilities to handle contract and finance-related queries.
  • Ability to work independently and take ownership of tasks.

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