Client Success Coordinator - Chesterfield

Uniting Holding; Chesterfield; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Supportive team environment

Flexible working arrangements

Job summary

Ovation Incentives is seeking a proactive Client Success Coordinator to manage orders on our in-house platform, generate invoices, and participate in client calls and reviews to ensure exceptional service.

The role is primarily remote with 1–2 days per week in our Chesterfield office, with occasional travel to London. You will collaborate with internal teams to improve processes and support customers and partners.

Qualifications

• Degree or equivalent in Business/IT/MIS/Communications or related field.
• Proven experience in a customer service or customer success role.
• Excellent written and verbal communication skills.
• Ability to work independently as well as part of a small team.
• Proficiency in Microsoft Office, especially Excel; familiarity with helpdesk tools.

Responsibilities

• Process orders online through in-house technology platforms.
• Generate invoices and reports for clients and management.
• Respond to customer queries via email promptly and professionally.
• Resolve customer issues using problem-solving and logical thinking.
• Liaise with suppliers and colleagues to ensure customer satisfaction.
• Maintain accurate records of interactions and resolutions.
• Support continuous improvement of customer experience and processes.
• Escalate complex issues to the Client Account Manager as per SLAs.

Skills

Customer service

Communication

Problem solving

Independent worker

Team player

Education

Degree or equivalent in Business/IT/MIS/Communications

Tools

Microsoft Excel

Freshdesk

Zendesk

JIRA

Microsoft Teams

Job description

About us

Ovation Incentives is a technology-focused performance improvement agency. We help our clients improve performance by incentivising, rewarding and motivating their customers, partners and employees. We do this through combining our world-class global reward portfolio with tailor-made technology systems to deliver award-winning solutions. We are dedicated to providing exceptional service and support to our clients. We are looking for a proactive and problem-solving Customer Success Coordinator to join our team.

The role

Be part of a small company with a great corporate culture where every employee counts. As a Client Success Coordinator, your primary responsibilities will include receiving orders from clients and processing them on our in-house technology platform, organising the electronic data storage of order information, generating invoices for clients, and participating in client calls and business reviews when necessary.

You will also be the first point of contact for our clients' customers and helpdesk teams (via email only). This will require a high standard of service and customer satisfaction, ensuring that an efficient, friendly and professional manner is upheld. This is a great starting role with a potential of growth.

You will primarily work remotely, with 1-2 days per week based in our Chesterfield office. Occasionally, travel to our London head office may be required

Key responsibilities

• Processing orders online through our various technology platforms

• Generating invoices and reports for clients and management

• Respond to customer queries via email in a timely and professional manner

• Utilise problem-solving skills to address and resolve customer issues effectively

• Display initiative and logical thinking to provide innovative solutions to customer problems

• Identifying and proactively seeking to support customers to ensure quality levels of service

• Liaise with suppliers to resolve escalated queries and ensure customer satisfaction

• Maintain accurate records of customer interactions and resolutions

• Collaborate with internal teams to improve customer experience and processes

• Monitor customer feedback and suggest improvements to enhance service quality

• Escalations to Client Account Manager in line with Client SLAs

• General administrative duties including keeping up to date work notes and process guides

• Ensuring compliance with company policies and industry regulations

Requirements

• Degree or qualified to third level in Business/IT/MIS/Communications related fields

• Proven experience in a customer service or customer success role

• Ability to work independently as well as part of a small team

• Excellent written and verbal communication skills

• Strong problem-solving abilities, logical thinking and attention to detail

• Ability to take initiative and work independently

• Experience in liaising with suppliers or external partners is a plus

• Proficiency in using Microsoft Office suite specifically Excel - successful candidates will be tested at interview stage

• A proactive, enthusiastic and positive attitude

• Excellent organisational skills and multitasking abilities

• Ability to work in a hybrid environment, with 1-2 days per week in the Chesterfield office

• Excellent command of English, both written and spoken - as demonstrated by your cover letter

• Only legal residents who are allowed to work in the UK will be considered

Nice to have (but not essential)

• Ability to speak another language

• Experience with Freshdesk/Zendesk, JIRA, Microsoft Teams or similar systems (although full training will be provided).

Benefits

• Competitive salary and benefits package

• Flexible working arrangements

• Opportunities for professional growth and development

• Supportive and collaborative team environment