Client Services Coordinator

Client Services Coordinator – Key Responsibilities

• The Client Services Coordinator will be required to apply diagnostic techniques, completing problem-solving processes, managing customer accounts, and forwarding customer suggestions to appropriate teams. You will need to have a high level of professionalism, timeliness, and accuracy.
• Respond to customer enquiries. Assess problems and issues and support the resolution process, assessing the issue with a professional, personal account perspective. To do so you must use your technical abilities to dig deep into the detail, investigating what the cause of the issue may be.
• Receive, log and manage customer queries via telephone, email and the self-service portal ensuring that service levels are met and maintained.
• Maintain a high degree of customer service for all incidents and adhere to the Client Services processes and principles. You need to see each incident with a ‘mini-project’ approach.
• Provide effective, professional communication with customers during the life cycle of the request/incident. Your communications skills are key, internally and externally.
• Record technical issues and requests. Diagnose and resolve problems. Escalate and liaise with the relevant people across the business to manage the incident – owning the incident throughout. Monitor calls in line with Service Level Agreements; assessing common trends on a client by client basis.
• Integrate with project teams to provide a fully serviced hand over from go-live to support, liaising with other members of the company. Take ownership of the handover when it comes to your team.
• Identify where improvements can be made both to processes and the software and take responsibility for implementing these.
• Work effectively and communicate clearly in a dynamic team environment. Liaise with developers, operational staff, project managers and other technical staff.

Client Services Coordinator – Skills & Qualities

• An effective communicator, experienced communicating via telephone and email, dealing with complex queries from inception to resolution.
• Strong customer service experience with strong coordination and organisation skills.
• IT or software knowledge, qualifications or experience beneficial, not essential.
• Knowledge of service levels and incident management would be an advantage.
• Demonstrable problem-solving skills.

Client Services Coordinator position is offering £23,000 – £30,000 Basic Salary plus Benefits for the successful candidate. This is a hybrid position, work 1-2 days each week from our client’s office based in the Harrogate area.