Customer Support Coordinator

Clearway is a leading UK provider of integrated security and intelligent protection services, safeguarding people, property, and assets. We are seeking a Customer Support Coordinator to join our Runcorn site. 

The Customer Support Co-ordinator will play a crucial role in ensuring a positive experience for our customers by providing efficient and effective support. You will be responsible for arranging access into our customer sites, handling customer inquiries, resolving issues, and maintaining accurate records within our service management system. The ideal candidate will possess experience in H&S risk assessments, with excellent communication skills, attention to detail, and a customer-centric mindset.

Key Responsibilities:

Responsibilities include but are not limited to:

• Verify all engineers are up to date with their training on our own matrix and customers various vetting systems. Chasing training where necessary to ensure fulfilment.
• Co-ordinate H&S responses to customer requests including making suite specific RAMS and ensuring engineers access sites in a quick as time as possible.
• Respond to customer enquiries via phone or email in a timely and professional manner.
• Identify customers’ needs to achieve satisfaction, escalating complex issues to the appropriate team members when necessary.
• Serve as the main point of contact for clients regarding service enquiries and updates.
• Facilitate communication between service engineers and clients to ensure clarity and alignment of expectations.
• Collate detailed accurate reports and dashboards to customers.
• Communicate service status, estimated arrival times, and resolution plans to clients in a timely and professional manner.
• Process orders, installations, and removals accurately and efficiently.
• Keep detailed records of customer interactions, transactions, comments, and complaints.
• Collaborate with other departments to ensure seamless customer experiences and resolution of issues.
• Continuously strive to improve customer support processes and procedures.
• Assist with administrative tasks such as data entry, filing, and maintaining documentation.
• Uphold company values and maintain a positive and professional attitude in all interactions with customers and colleagues.

Requirements

Requirements include key skills, experience and qualifications:

• Ability to generate H&S documentation including RAMS and satisfy various customer H&S requests.
• Proven experience in a customer support role or similar position.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a proactive approach to finding solutions.
• Ability to work well under pressure in a fast-paced environment.
• Proficiency in using customer support software, CRM systems, and other relevant tools.
• Attention to detail and accuracy in data entry and record-keeping.
• Ability to multitask and prioritize tasks effectively.
• A positive attitude and a passion for delivering exceptional customer service.
• Flexibility to adapt to changing priorities and business needs.

Personal Qualities 

• Excellent interpretation of customer H&S requests and acting accordingly
• Excellent attention to detail
• High level of literacy and numeracy
• Excellent listening and communication skills
• Accuracy of work undertaken
• Ability to prioritise
• Team Player working hands on in partnership with all workplace teams.