Customer Success Coordinator

Hales Group; Cambridgeshire and Peterborough; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Hales Group is seeking a Customer Success Officer in Cambridgeshire to join our expanding team. You will act as a key link between clients, service providers and internal teams, coordinating projects from start to finish and ensuring services are delivered to a consistently high standard.

The role suits someone with strong administration or project coordination experience, excellent communication, and meticulous attention to detail.

Qualifications

• Two years' B2B administration, customer service, service delivery or project coordination.
• Excellent written and verbal communication skills.
• Strong attention to detail and highly organized.
• Confident communicating with clients and stakeholders at all levels.
• Ability to manage several projects and priorities.
• Proactive, self-motivated and dependable.
• Experience with Microsoft Word, Excel and PowerPoint.
• Experience with Salesforce or another CRM is helpful but not essential.
• Professional approach handling confidential information.

Responsibilities

• Act as main point of contact for clients and referrals.
• Set up and coordinate new projects from instruction to completion.
• Create and maintain project folders, CRM records and internal documentation.
• Coordinate dates, meetings and venues with clients and service providers.
• Allocate work and monitor availability to support effective service delivery.
• Liaise with clients to ensure work is scheduled promptly.
• Keep relevant stakeholders updated on changes or developments.
• Maintain accurate client and project information in Salesforce and other CRM systems.
• Managing sensitive and confidential data appropriately.
• Support client reporting and collating key performance information.

Skills

Administration

Customer service

CRM systems

MS Office

Communication

Organization

Stakeholder management

Tools

Salesforce

Excel

PowerPoint

Job description

Customer Success Officer

Location: Bassingbourn, Cambridgeshire

Salary: £27,000 to £30,000 depending on experience

Hours: Full-time, permanent

Hybrid Working: Work from home on Mondays and Fridays

The Opportunity

I'm recruiting for a Customer Success Officer to join a growing organisation that provides specialist HR, employee relations and workplace services to businesses across the UK. This is a varied and fast-paced coordination role where you will act as an important link between clients, service providers and internal teams. You will help ensure that projects are set up correctly, communication runs smoothly and services are delivered to a consistently high standard. It would suit someone with strong administration or project coordination experience who enjoys building relationships, managing multiple priorities and taking ownership of their work.

Key Responsibilities

• Acting as a main point of contact for clients and new service referrals
• Setting up and coordinating new projects from initial instruction through to completion
• Creating and maintaining project folders, CRM records and internal documentation
• Coordinating dates, meetings and venues with clients and service providers
• Allocating work and monitoring availability to support effective service delivery
• Liaising with clients to ensure work is scheduled promptly
• Keeping relevant stakeholders updated on any changes or developments
• Ensuring everyone has the correct documentation throughout each project
• Managing follow-up meetings, surveys and client feedback
• Monitoring active cases and highlighting any potential delivery issues
• Supporting client reporting and collating key performance information
• Monitoring budgets and purchase order limits, escalating concerns when required
• Raising sales invoices and checking supplier invoices against timesheets
• Liaising with the Finance team during project set-up and completion
• Maintaining accurate client and project information within Salesforce and other CRM systems
• Managing sensitive and confidential data appropriately
• Supporting general enquiries and contributing to the smooth day-to-day running of the team

The role also involves maintaining accurate CRM information, supporting reporting, monitoring service delivery and liaising with Finance regarding invoices and project administration.

What I'm Looking For

• Ideally, at least two years' experience within business-to-business administration, customer service, service delivery or project coordination
• Excellent written and verbal communication skills
• Strong attention to detail and a highly organised approach
• Confidence communicating with clients and stakeholders at all levels
• The ability to manage several projects and priorities at the same time
• A proactive, self-motivated and dependable working style
• Comfortable working within a busy, fast-paced team environment
• Good Microsoft Word, Excel and PowerPoint skills
• Previous experience using Salesforce or another CRM system would be helpful, but is not essential
• A professional approach to handling confidential information

These requirements have been adapted from the original person specification, which prioritises business-to-business service administration, communication, Microsoft Office skills, attention to detail and confidence working with stakeholders

What's on Offer

• Salary of £27,000 to £30,000 depending on experience
• Hybrid working, with Mondays and Fridays from home
• 28 days' holiday including bank holidays
• Holiday allowance increasing with length of service
• Christmas shutdown
• Supportive and collaborative team environment
• Opportunity to develop within a growing organisation