Customer Offboarding Coordinator

Role

We are currently seeking an organised and customer-focused individual to join our cease and decommission team in the role of Customer Offboarding Coordinator. You'll be the main point of contact for customers who are leaving or changing services making sure they have a positive and efficient offboarding service as well as identifying opportunities to keep valued customers onboard.

This role is a mix of admin and customer communication, so it's perfect for someone who enjoys completing processes, problem solving and delivering great service.

Responsibilities

Handling cancellations and offboarding customers - Triaging requests and ensuring customer requests are handled accurately and efficiently.

Keeping internal systems and reports up to date – Ensure all internal systems are accurately updated with cancellation details at each stage, and that reporting remains current and reliable.

Keeping internal systems and reports up to date – Ensure all internal systems are accurately updated with cancellation details at each stage, customer services are scheduled to cease and that reporting remains current and reliable.

Liaising with suppliers – Coordinate with suppliers to manage cancellations smoothly, schedule in line with notice periods and ensure everything lines up with the customer's request.

Spot retention opportunities - Identify and work to retain our smaller customer base where possible and work closely with our account managers to escalate other requests.

Support internal teams - Share customer feedback and insights to help improve our service.

Caseload Management - Stay organised managing a caseload and keep on top of multiple tasks in a fast-moving environment.

Core Skills

· Some experience (1-2 years) in customer service or an admin role, ideally with exposure to retention or support.

· Strong communication skills, both written and verbal, with the ability to remain calm and professional under pressure.

· Excellent attention to detail and the ability to handle multiple tasks effectively.

· A good level of computer literacy, including MS Office and CRM systems (experience is a plus).

· A passion for delivering excellent customer service and an ability to work both independently and collaboratively.

· A personable, outgoing personality with strong problem-solving skills.

· A self-starter who's motivated to get things done and enjoys working both independently and as part of a team.

Role Competencies

Professionalism – Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position

Teamwork – Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone's efforts to succeed.

Problem solving – Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully. Develops alternative solutions and escalates as appropriate.

Technical skills – Commits to being knowledgeable and up to date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business' core areas. Shares expertise and knowledge with others

Time Management – Prioritise, plan the workload in accordance with the team managers with high efficiency.

Core Competencies

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.

Engaging – Working with diverse Engineering teams and getting the best from them

Disciplined – To meet tight timelines and drive the teams to success.

Down to Earth – Gradwell people are straight forward and grounded.

Friendly – Gradwell people like to make the workplace a fun and relaxed place to be.

Helpful – Gradwell people will always look for ways to help each other and their customers.

Persistent – Gradwell people can be relied upon to get the job done – whatever it takes.

Values

Personal - Kind, Human, Caring

Pioneering - Expert, Masterful, Skilled

Proactive - Driven, Energetic, Agile

In return we offer:

· A generous basic salary (based on experience and qualifications)

· Great funded training opportunities

· Progression opportunities as part of a fast growing, successful company

· Opportunities for flexible hours/ hybrid working

· Life Cover of 4x Salary

· Company Pension Scheme

· 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying.

· Paid sick pay of 20 days a year

· Subsidised Bupa dental cover (after probation)

· Subsidized gym membership (after probation)

· Cycle to Work Scheme (after probation)

· Free Broadband Service (after probation)

· Charity day

· Employee Assistance Programme and Access to Smart Health

· Long Service Awards

· Employee Mortgagee Services

· Employee Will writing Services

· Enhanced Maternity, Paternity, Adoption and Surrogacy Pay

Job Types: Full-time, Permanent

Pay: £24,420.00-£25,000.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Gym membership
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Referral programme
• Sick pay
• Work from home

Work Location: Hybrid remote in Bath BA1 1HB