Client Success & Onboarding Coordinator

Serve First CX; Milton Keynes; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Learning & development budget

Career progression opportunities

Job summary

Serve First CX in Milton Keynes is seeking a proactive Client Services Co-ordinator to act as the bridge between our clients and the company. You will ensure contracted services are delivered smoothly and maintain strong, value-driven client relationships.

Reporting to the Operations Manager, you will coordinate with internal teams, onboard new clients, manage day-to-day queries, monitor service levels, and contribute to process improvements.

Qualifications

• 3 to 5 years of professional experience overseeing daily operational partnerships for major client accounts across sectors including Retail, Hospitality, Financial Services, Telecommunications, or Consumer Goods.
• Familiarity with Shopmetrics an advantage.
• Excellent written and verbal communication skills.
• Highly organized, deadline-driven and able to manage multiple tasks simultaneously.
• Proactive problem solver.
• Collaborative, commercially aware and eager to learn.
• Strong rapport-building and interpersonal skills.
• Exceptional organisational skills with keen attention to detail.

Responsibilities

• Act as the primary point of contact for a portfolio of client accounts, managing day-to-day queries and requests.
• Coordinate with internal teams to ensure client deliverables are completed accurately and on time.
• Monitor account performance and service levels, escalating risks or issues before they impact the client relationship.
• Support onboarding of new clients, ensuring a smooth handover from sales to service delivery.
• Build strong working relationships with clients through regular communication and check-ins.
• Contribute to the continuous improvement of client service processes and procedures.
• Work closely with the Implementation Manager during the onboarding process to understand the client and their requirements.
• Once clients are onboarded, ensure future schedules are on time and scheduled efficiently.
• Monitor and ensure the timely delivery of shopper reports, following up on outstanding submissions.
• Manage and resolve client and shopper queries, including visit-specific and general enquiries.
• Collaborate with the mystery shopping coordinator to ensure full allocation of mystery visits to shoppers and proactively encourage shoppers to complete assignments.

Skills

Client relationship management

Communication skills

Organizational skills

Proactive problem solving

Tools

Shopmetrics

CRM systems

Job description

Serve First CX in Milton Keynes is seeking a proactive Client Services Co-ordinator to act as the bridge between our clients and the company. You will ensure contracted services are delivered smoothly and maintain strong, value-driven client relationships.

Reporting to the Operations Manager, you will coordinate with internal teams, onboard new clients, manage day-to-day queries, monitor service levels, and contribute to process improvements.