Customer Success Coordinator

Hales Group • Permanent • Remote (Royston, Hertfordshire, England, United Kingdom) • £27k - £30k / year • 18h ago

Customer Success Officer

Location: Bassingbourn, Cambridgeshire
Salary: £27,000 to £30,000 depending on experience
Hours: Full-time, permanent
Hybrid Working: Work from home on Mondays and Fridays

The Opportunity
I'm recruiting for a Customer Success Officer to join a growing organisation that provides specialist HR, employee relations and workplace services to businesses across the UK.
This is a varied and fast-paced coordination role where you will act as an important link between clients, service providers and internal teams. You will help ensure that projects are set up correctly, communication runs smoothly and services are delivered to a consistently high standard.
It would suit someone with strong administration or project coordination experience who enjoys building relationships, managing multiple priorities and taking ownership of their work.

Key Responsibilities

Acting as a main point of contact for clients and new service referrals
Setting up and coordinating new projects from initial instruction through to completion
Creating and maintaining project folders, CRM records and internal documentation
Coordinating dates, meetings and venues with clients and service providers
Allocating work and monitoring availability to support effective service delivery
Liaising with clients to ensure work is scheduled promptly
Keeping relevant stakeholders updated on any changes or developments
Ensuring everyone has the correct documentation throughout each project
Managing follow-up meetings, surveys and client feedback
Monitoring active cases and highlighting any potential delivery issues
Supporting client reporting and collating key performance information
Monitoring budgets and purchase order limits, escalating concerns when required
Raising sales invoices and checking supplier invoices against timesheets
Liaising with the Finance team during project set-up and completion
Maintaining accurate client and project information within Salesforce and other CRM systems
Managing sensitive and confidential data appropriately
Supporting general enquiries and contributing to the smooth day-to-day running of the team

The role also involves maintaining accurate CRM information, supporting reporting, monitoring service delivery and liaising with Finance regarding invoices and project administration.

What I'm Looking For

Ideally, at least two years' experience within business-to-business administration, customer service, service delivery or project coordination
Excellent written and verbal communication skills
Strong attention to detail and a highly organised approach
Confidence communicating with clients and stakeholders at all levels
The ability to manage several projects and priorities at the same time
A proactive, self-motivated and dependable working style
Comfortable working within a busy, fast-paced team environment
Good Microsoft Word, Excel and PowerPoint skills
Previous experience using Salesforce or another CRM system would be helpful, but is not essential
A professional approach to handling confidential information

These requirements have been adapted from the original person specification, which prioritises business-to-business service administration, communication, Microsoft Office skills, attention to detail and confidence working with stakeholders
What's on Offer

Salary of £27,000 to £30,000 depending on experience
Hybrid working, with Mondays and Fridays from home
28 days' holiday including bank holidays
Holiday allowance increasing with length of service
Christmas shutdown
Supportive and collaborative team environment
Opportunity to develop within a growing organisation

Interested?
If you're an organised and confident administrator who enjoys working with clients, coordinating projects and keeping everything running smoothly behind the scenes, I'd love to hear from you.
Please apply with your CV or contact me directly for a confidential conversation about the role.

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