Customer Support Coordinator

<p>&nbsp;</p> <p data-start="0" data-end="311">Clearway is a leading UK provider of integrated security and intelligent protection services, safeguarding people, property, and assets. We are seeking a&nbsp;<strong>Customer Support Coordinator </strong>to join our Runcorn site.&nbsp;</p> <p data-start="313" data-end="867">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&nbsp;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&amp;S risk assessments, with excellent communication skills, attention to detail, and a customer-centric mindset.</p> <h2 data-start="974" data-end="998">Key Responsibilities:</h2> <p data-start="1000" data-end="1048">Responsibilities include but are not limited to:</p> <p data-start="1000" data-end="1048">• 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.<br>• Co-ordinate H&amp;S responses to customer requests including making suite specific RAMS and&nbsp;ensuring engineers access sites in a quick as time as possible.<br>• Respond to customer enquiries via phone or email in a timely and professional manner.<br>• Identify customers’ needs to achieve satisfaction, escalating complex issues to the appropriate team members when necessary.<br>• Serve as the main point of contact for clients regarding service enquiries and updates.<br>• Facilitate communication between service engineers and clients to ensure clarity and alignment&nbsp;of expectations.<br>• Collate detailed accurate reports and dashboards to customers.<br>• Communicate service status, estimated arrival times, and resolution plans to clients in a timely&nbsp;and professional manner.<br>• Process orders, installations, and removals accurately and efficiently.<br>• Keep detailed records of customer interactions, transactions, comments, and complaints.<br>• Collaborate with other departments to ensure seamless customer experiences and resolution of&nbsp;issues.<br>• Continuously strive to improve customer support processes and procedures.<br>• Assist with administrative tasks such as data entry, filing, and maintaining documentation.<br>• Uphold company values and maintain a positive and professional attitude in all interactions with customers and colleagues.</p> <h2 data-start="4290" data-end="4305">Requirements</h2> <p data-start="4307" data-end="4370">Requirements include key skills, experience and qualifications:</p> <p data-start="4374" data-end="4504">• Ability to generate H&amp;S documentation including RAMS and satisfy various customer H&amp;S&nbsp;requests.<br>• Proven experience in a customer support role or similar position.<br>• Excellent communication skills, both verbal and written.<br>• Strong problem-solving abilities and a proactive approach to finding solutions.<br>• Ability to work well under pressure in a fast-paced environment.<br>• Proficiency in using customer support software, CRM systems, and other relevant tools.<br>• Attention to detail and accuracy in data entry and record-keeping.<br>• Ability to multitask and prioritize tasks effectively.<br>• A positive attitude and a passion for delivering exceptional customer service.<br>• Flexibility to adapt to changing priorities and business needs.</p> <h2 data-start="4290" data-end="4305">Personal Qualities&nbsp;</h2> <p>• Excellent interpretation of customer H&amp;S requests and acting accordingly<br>• Excellent attention to detail<br>• High level of literacy and numeracy<br>• Excellent listening and communication skills<br>• Accuracy of work undertaken<br>• Ability to prioritise<br>• Team Player working hands on in partnership with all workplace teams.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p>