Customer Support Coordinator

**JOB DESCRIPTION**

**ROLE TITLE: Customer Success Coordinator**

**PRIMARY BASE**:Hybrid - Head Office (Euxton, Chorley) and Working from Home

**ACCOUNTABLE TO: Customer Success Manager**

**PURPOSE OF ROLE**:
We are looking for a dynamic, enthusiastic individual to join our Customer Service Team; reporting to Customer Success Manager this individual will support customer relationships, current and new, playing a key role in providing a leading service ensuring satisfaction and success for our commercial and apprenticeship customers. You are to effectively interact with both internal and external stakeholders to collaboratively work towards and achieving personal, team and company goals and objectives.

**PRINCIPLE RESPONSIBILITIES**:
**Principle Responsibilities**:

- Provide help and support to all customers, including providing accurate product and service information, in a timely manner
- Support in investigating and solving customers' problems, including those that may be complex or long-standing
- Effectively handle customer complaints or any major incidents ensuring a timely solution is provided
- Ensure accurate and up to date records of discussions or correspondence with customers are maintained
- Assist in analysing statistics or other data to provide an accurate insight into the customer service we are providing
- Support in developing effective feedback and complaints procedures
- Assist in improving customer service procedures, policies and standards
- Support and train colleagues to deliver a high standard of customer service
- Ensure you keep an up to date knowledge base of the company’s products and services
- Issue out customer surveys throughout the year, collating information and ensuring identified improvements are actioned

**Essential Requirements**:

- GCSE 4 or above/equivalent in Maths and English
- Proven experience in a customer service role
- MS Office including Word, Excel, Teams and PowerPoint
- Demonstrate strong interpersonal skills
- Proactive, positive attitude and enthusiastic team player
- Be able to work under pressure, to deadlines and be self-motivated
- Ability to be organised, prioritise and manage multiple tasks
- The ability to develop and maintain strong working relationships and act as a team player
- High level of accuracy and attention to detail
- Ability to learn quickly in a fast-paced environment and easily adapt to change
- Ability to communicate effectively and be able to clearly explain issues to customers and colleagues
- Willingness to undertake further development and responsibilities
- An ability to maintain accurate up to date electronic and manual records
- Excellent telephone manner
- Have excellent IT skills with the ability to learn quickly and adapt to new technology tools
- Understanding of the value of diversity
- A flexible and adaptable approach and being responsive to the needs of the business and colleagues
- Smart professional appearance
- Proof of right to work in the UK

You must also be willing to undergo an Enhanced DBS check if not already held.

**Company Benefits**:

- Competitive Salary
- Discretionary Bonus Scheme
- 20 days per annum (increasing 1 day per complete year of service up to 25 days) plus bank holidays
- Annual Leave Purchase Scheme
- Company Sick Pay
- Ongoing Training and Development
- Progression Opportunities
- Free secure car parking
- Time off for charity events

**NOTE**:
The details contained in this Job Description summarise the main expectations of the role at the date it was prepared. It should be understood that the nature of individual roles will evolve and change. Consequently, the company will expect to review and revise this Job Description from time to time and will consult with the post-holder at the appropriate time.

**Job Types**: Full-time, Permanent

**Salary**: £19,000.00-£22,000.00 per year

**Benefits**:

- Company pension
- Work from home

Schedule:

- Day shift
- Holidays
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- Chorley: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)

Work Location: Hybrid remote in Chorley

Reference ID: Customer Success Coordinatorv2