Customer Success Coordinator

ROLE TITLE: Customer Success Coordinator

**PRIMARY BASE**:Hybrid - Working from Home, Customer Sites and Head Office

ACCOUNTABLE TO: Customer Success Manager

**PAY**:£21,000 - £23,500

**HOURS**:37.5 Per week (Monday to Thursday 8:15am - 5pm 45 minute lunch and Friday 9am -3pm with 30 minute lunch)

**PURPOSE OF ROLE**:
As the Customer Success Coordinator, you will play an integral role in ensuring new and returning learners receive an excellent service throughout their time with SRSCC. You will be the main point of contact for customers, ensuring they receive maximum value from our products and services. This role involves nurturing relationships, understanding customer needs, and proactively providing solutions to enhance their experience and success. The Coordinator plays a crucial role in customer retention and in driving sustainable company growth through customer satisfaction and loyalty. You are to effectively interact with both internal and external stakeholders to collaboratively work towards and achieving personal, team and company goals and objectives. Along with this you are to support the reast of the office team in daily tasks.

**PRINCIPLE RESPONSIBILITIES**:
**Support**
- Facilitate learner orientation through means such as telephone calls, face to face support calls via various platforms and participating in support sessions.
- Effectively coordinate and communicate with all relevant departments to provide a smooth and consistent transitions for all apprentices and learners.
- Develop in-depth knowledge of SRSCC processes, resources, and services in order to best serve learners and customers.
- Support with investigating and resolving any issues learners may have during the onboarding process
- Obtain feedback surveys from learners and contribute to developing processes, procedures and internal communications.
- Support the operations team to coordinate all workshops to ensure high attendance to workshops, sessions and other events.

**Communication**
- Communicate with all colleagues and external points of contact face to face, by telephone, or in writing in a clear, concise, and professional manner
- Interpret and respond clearly, effectively, and in a timely manner to requests for information from colleagues, managers, directors, and external agencies
- Understand business demands and expectations and deliver against these in line with the company’s high standards
- Communicate within the team, supporting others where necessary
- Contribute to team meetings and events as and when required
- Developing and manage relationships with internal and external stakeholders
- Following instructions and asking appropriate questions
- Ensure that all deadlines are met in a timely manner and people are kept informed of progress
- Confidently initiate phone calls to customers, demonstrating strong communication skills and a proactive approach to addressing their needs and queries

**Customer Relationship Management**
- Build and nurture relationships with a diverse range of customers.
- Act as the first point of contact for customer queries and concerns.
- Regularly check in with customers to ensure ongoing satisfaction.
- Tailor communication and interaction style to suit individual customer needs.

**Issue Resolution and Support**
- Quickly and efficiently resolve customer issues and complaints.
- Provide detailed guidance and support for system access and usage.
- Escalate complex issues to the relevant departments when necessary.
- Follow up with customers to ensure their issues have been resolved satisfactorily.

**Feedback and Improvement**
- Design and distribute customer satisfaction surveys.
- Analyse survey responses and compile reports on findings.
- Implement changes based on customer feedback to improve service.
- Share customer insights with the team to inform business strategies.

**Internal Collaboration and Reporting**
- Work closely with sales, marketing, and product teams to align strategies.
- Provide regular updates on customer health and engagement to management.
- Participate in team meetings and provide input on customer success initiatives.
- Document processes and create guidelines for best practices in customer success.

**Teamwork**
- Establish and maintain effective working relationships with colleagues, managers, and clients
- Ensure that all deadlines are met in a timely manner and clients/colleagues are kept informed of progress
- Influence people positively demonstrating a “can do” attitude
- Motivate colleagues
- Contribute to formal and informal discussions with colleagues to generate new ideas and approaches
- Enjoy working as part of a team but be capable of working autonomously

**Administration**
- Effectively use all internal systems
- Data entry and filing alongside performing other routine clerical tasks as assigned
- Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility
- Scanning