Customer Success Coordinator

Hales Group; Royston; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Hales Group is recruiting for a Customer Success Officer based in Cambridgeshire. The role is hybrid, with home-working on Mondays and Fridays, and involves coordinating projects, maintaining CRM records, and ensuring service delivery over multiple accounts.

You will act as the main client contact, manage project setup, communication, and reporting, and support the finance team with invoices and budgets. Strong administrative, relationship-building and organisation skills are essential.

Qualifications

• At least two years' experience in business-to-business administration, customer service, service delivery or project coordination.
• Excellent written and verbal communication skills.
• Strong attention to detail and highly organised approach.
• Confident communicating with clients and stakeholders at all levels.
• Experience using Salesforce or other CRM is helpful but not essential.

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 stakeholders updated on changes or developments
• Maintaining accurate client and project information within Salesforce and other CRM systems
• Monitoring budgets and purchase orders; escalating concerns when required
• Raising sales invoices and checking supplier invoices against timesheets
• Collaborating with Finance during project set-up and completion

Skills

Communication

Organisation

CRM systems

Microsoft Office

Salesforce

Project coordination

Customer service

Tools

Salesforce

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

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

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