Customer Success Co-Ordinator

Apogee Corporation Limited.; Maidstone; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Flexible working options

33 days holiday including bank holidays

Enhanced family-friendly benefits

Life assurance 4 x salary

Employee Assistance Programme

Discounted Gym Membership

Job summary

A leading technology support company in Maidstone is seeking a Customer Success Coordinator to manage customer incidents and service requests. This role requires excellent communication skills and the ability to work under pressure. Applicants should have customer service experience and familiarity with CRM systems. The position offers flexibility to work from home up to two days a week and includes various benefits like a holiday purchase scheme and enhanced family-friendly benefits.

Qualifications

• Experience in a customer service or administrative role.
• Ability to work with CRM and ticketing platforms.
• Strong written and verbal communication skills.

Responsibilities

• Log, triage, and manage customer incidents.
• Coordinate with technical teams and external partners.
• Maintain proactive communication with customers.

Skills

Customer service experience

Communication skills

Organizational skills

IT skills (Microsoft Word, Excel)

AI literacy

Tools

Ticketing platforms

CRM tools

Workflow management systems

Job description

Location: Maidstone; ability to work from home up to two days per week.

Job Summary

As a Customer Success Coordinator, you will sit at the heart of our international and key customer support operation. You will ensure incidents and service requests are logged, triaged, and managed effectively, maintaining exceptional communication across customers, partners, and internal technical teams. You will play a key role in protecting service quality, ensuring SLAs are met, and driving a consistent, high‑quality customer experience. This is a fast‑paced, detail‑driven role where organisation, communication and calm decision‑making are essential.

Key Responsibilities

• Log, triage, and manage customer incidents and service requests across internal systems and customer portals.
• Handle escalations via email and telephone, ensuring timely and professional resolution pathways.
• Monitor incidents end‑to‑end, ensuring updates, progress tracking, and closure are accurately maintained.
• Coordinate with internal technical teams and external partners to support effective resolution.
• Maintain clear and proactive communication with international customers and end users.
• Support Customer Success Managers with reporting and service insights.
• Ensure escalation routes and contractual processes are followed correctly at all times.
• Contribute to continuous improvement and an outstanding customer experience.

Working Pattern

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.

Security & Disclosure Requirements

This post is subject to a basic Disclosure and Barring Service (DBS) check and requires SC Clearance. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions, while spent convictions do not need to be declared. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

Requirements

• Experience in a customer service, service desk, helpdesk, coordination, or administrative role within a structured environment.
• Confidence working with systems such as ticketing platforms, CRM tools, or workflow management systems.
• Experience working to service levels, deadlines, or performance targets (e.g., SLA‑based environments).
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with customers and internal teams.
• Excellent organisational skills with the ability to manage and prioritise multiple tasks simultaneously.
• Ability to remain calm, focused, and solution‑oriented under pressure.
• Competent basic IT skills, including Microsoft Word and Excel or equivalent tools.
• Ability to work effectively both independently and as part of a collaborative team environment.
• We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

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
• Cycle 2 Work 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

Equal Opportunity Employer

We are an Equal Opportunity Employer. Diversity and inclusion are at the heart of our success. We welcome applications from all backgrounds and 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.