Customer Success Co-Ordinator

Anytime; Maidstone; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading technology services provider is looking for a Customer Success Co-ordinator to support international customer accounts. The role involves managing incidents and escalations, ensuring service levels are met, and delivering exceptional customer experience. Strong communication and organisational skills are vital. This position offers flexible working options and numerous employee benefits.

Benefits

Flexible working options

33 days holiday

Enhanced family benefits

Staff Reward Scheme

Pension scheme

Employee Assistance Programme

Discounted Gym Membership

Employee social events

Qualifications

• Experience in a customer service, helpdesk, or client-facing role managing queries.
• Ability to work under pressure and tight deadlines.
• Excellent oral and written communication skills.

Responsibilities

• Log, triage, update, and close incidents in customer-managed portals.
• Manage internal and customer escalations via email and telephone.
• Communicate effectively with internal departments and external partners.

Skills

Customer service experience

Communication skills

Organisational skills

IT skills (Word, Excel)

Job description

About Us

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the worlds leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

Job Details

We are looking for a proactive, organised and customer-focused Customer Success Co-ordinator to join our Customer Success & Experience Division. You will support our international and key customer accounts, triaging and logging incidents, managing escalations, and ensuring service levels are met. With excellent communication skills and a can-do attitude, you will be a vital link between customers, partners and internal teams, helping us deliver an exceptional customer experience every time.

Responsibilities

• Log, triage, update and close incidents in customer-managed portals and Apogee systems.
• Manage internal and customer escalations via email and telephone, following agreed processes.
• Communicate effectively with internal departments, external partners and end users.
• Monitor incidents through to completion, consulting technical areas as needed for successful outcomes.
• Support Customer Success Managers with escalations and stakeholder queries.
• Maintain the highest levels of customer satisfaction.
• Collaborate effectively within a team environment.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

Skills and Experience Required

• Experience in a customer service, helpdesk, or client-facing role where you managed queries, escalations, or service requests.
• Ability to work under pressure and to tight deadlines.
• Excellent oral and written communication skills.
• Basic IT skills (Word, Excel).
• Excellent organisational and prioritisation skills.
• Able to work well in a team and independently.

Benefits

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

Why Join Apogee

At Apogee, our values Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award-winning customer service speaks for itself take a look at our excellent Trustpilot reviews and our Customer Experience Foundation Membership accreditation.

Our application form is quick and easy; no need to repeat your entire CV. Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.