Client Services Coordinator
Offer £23,000 – £30,000 Basic Salary plus Benefits (Hybrid)

Our client is an established software company, offering bespoke software solutions to blue-chip clients. Due to continued growth, they are currently recruiting a Client Services Coordinator to join their Client Services team supporting external customers. This position requires strong customer focus, account management, project coordination and analytical skills.

The successful candidate will be the key point of contact for customers. Investigating all issues and coordinating resource to ensure potential development fixes are completed within agreed SLAs. Resolving complex technical issues, seeing them through to resolution.

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.