Job Title: Customer Account Coordinator
Reports to: Customer Success Manager
Location: Hybrid
Hours: 37.5 hours per week
Type: Full-time
Salary: £19-24k
Established in 2007, SR Supply Chain Consultants (SRSCC) Ltd are a training provider who specialise in Procurement and Supply Chain. SRSCC have nine study centre locations and two exam centers throughout England. SRSCC are a Chartered Institute of Procurement and Supply (CIPS) “Centre of Excellence” and are also a Main Provider on the Register of Apprenticeship Training Providers (ROATP). “SRSCC are committed to developing the people behind procurement through quality training, apprenticeships, consultancy, ensuring ethical standards and best practice are delivered through a range of innovative and flexible media”.
We are looking for a dynamic, enthusiastic individual to join our Customer Service Team; reporting to Customer Success Manager. This individual will maintain, enhance and further develop relationships with our Commercial and Apprenticeships customers, whilst ensuring our culture, enthusiasm and commitment is embedded. You will be the customers main point of contact and be responsible and accountable for the escalation of customer concerns. You are to effectively interact with both internal and external stakeholders to collaboratively work towards and achieving personal, team and company goals and objectives.
As a Customer Account Coordinator, you will be responsible for:
- Maintain and build customer relationships following Sales customer handover
- Prepare monthly Learner Progress Reports and distribute to customer
- Coordinate and deliver Customer Account Management Reviews either monthly, quarterly or 6 monthly dependent on customer requirement or Customer Rating status.
- Lead discussions with customers HR Leads, L&D, Line Managers and/or Apprenticeship Leads regarding learner progress
- Coordinate learner interventions, account actions and proactively manage through high level coordination between key stakeholders such as customers and internal departments
- To support in reviewing, developing and maintaining policies and processes
- Day to day scheduling of meetings with customers to discuss the progress of their learners and manage and coordinate any changes, amendments and requests by working with internal stakeholders
- Effectively use a rating system for our customers, providing data to our management team and communicating contractual amendments, issues, or commercial opportunities to the Business Development Team
- To supply information, contribute to and be present during relevant audits and inspections
- Coordinate and manage customer expectations and effectively resolve customer concerns by way of information gathering and sharing, fact finding, becoming the voice of the employer and collaborating with all involved stakeholders
- Operate as single point of contact for customers
- Update customer progress monitoring portals, i.e. Scope suite
- Take responsibility for transferring apprentices to new employers in line with ESFA funding rules and deadlines
- Continuously improve and develop Account Management Reporting
- Coordinate with internal stakeholders to gather and share data in relation to the reporting mechanisms and investigate any inaccuracies through to correction
- Communicate customer requirements and demands internally
- Ensure customers receive services, information or updates in a timely fashion
- Identify opportunities for growth and collaborate with the Business Development Team
- Collate Customer feedback and report to business to contribute to the Employer Voice
- Coordinate with internal stakeholders that work on the same account to ensure consistency of service
- Manage multiple customer accounts concurrently, ensuring deadlines are met
- Keep accurate records of customer transactions
- Participate in all internal and external quality assurance processes
- Provide reports and data as required and drive continuous improvement through the departments or with our software providers 24
As part of this job role your package will include:
- Competitive Salary
- Discretionary Bonus Scheme
- Workplace Pension (subject to eligibility criteria)
- 20 days per annum (increasing 1 day per complete year of service up to 25 days) plus bank holidays
- Annual Leave Purchase Scheme
- Company Sick Pay
- Ongoing Training and Development
- Progression Opportunities
- Free secure car parking
- Time off for charity events
Apply Now!
If you’d like to apply for this role, apply here.
