Customer Experience Coordinator

Customer Experience Coordinator

 

Helping talent thrive.
It starts with our winning team.

We are proud to be the UK’s number one training provider. Our passionate, energetic people deliver an outstanding experience every day to our learners and support the development of our clients’ valuable workforce. 

Working nationally with small and large clients, we develop their talent at all levels. Our apprenticeship programmes integrate seamlessly with our clients’ ways of working, processes and training to support their strategic goals.

We are currently looking for two Customer Experience
Coordinators to join our winning team. As a Customer Experience Coordinator,
you will be the first point of contact for all customer enquiries, resolving
issues quickly and efficiently by using your exceptional customer service
skills. With a strong track record of troubleshooting and problem solving, you
will provide an excellent service in a team where no two days are the same.

You will maintain strong customer relationships by
generating and sharing timely and accurate reports, and resolving any issues
quickly and effectively.  

We provide a highly competitive salary and incentive scheme,
as well as great benefits through Paragon Choices and excellent training and
development to support your progression through our Academy.

Key role responsibilities:

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Provide an exceptional service to our customers,
dealing with queries where necessary

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Generate and share accurate and timely internal
and customer reports

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Analyse reports to identify areas needed to
improve contract performance

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Co-ordinate of communication plan with internal
stakeholders within Paragon Skills

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Liaise with the wider Paragon Skills team to
ensure programmes are being delivered effectively

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Work with the Marketing team to create and proof
read customised collateral for our customers

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Seek ways to improve the service that we offer,
exploring new growth opportunities and ways to broaden our product and service
offering

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Support the Customer Success team with the
on-boarding of larger projects including the on-boarding of learners and new
customer launches

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Coordinate customer workshop schedules,
communicating timescales with learners and employers

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Support with initial assessments for large
cohorts of learners

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Retention of all customer contracts while
ensuring compliance with all service level agreements

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Maintain excellent relationships to ensure
customer needs are met through effective account and project management

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Responsibility for updating the Customer
Experience Hub

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Liaise with the Marketing team to prepare
regular communications to promote new products and services

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Process customer and sales information into the
CRM system and ensure this is up to date at all times

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Track and monitor the progress of leads to
assist our sales colleagues

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Contribute positively to the resolution of
issues raised by the learners and employers involved in our programmes

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Work in partnership with internal colleagues to
ensure effective performance and delivery against targets

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Accurately and diligently record all customer
information and communication including meeting agendas and minutes

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Support with internal communications via
MailChimp

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Manage the customer reviews and feedback
process, ensuring issues are acted on swiftly and positive feedback is shared
within the team

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Develop strong working relationships with the
wider Operations Teams while maintaining continuous and appropriate
communication, resolving issues within 24-48 hours

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General administrative support for the Customer
Success team, including customer service support where required

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Create customised co-branded presentations to
support customer briefings

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Regularly reviewing and keeping up to date with
agreed customer SLAs and highlighting actions to support growth

 

Experience, knowledge
and skills required:

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Strong track record of achieving deadlines with
a sales and/ or account management role

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The ability to manage your own workload and work
without close supervision

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Excellent attention to detail

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Experience managing relationships and
communicating effectively with senior stakeholders

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Strong commercial skills

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Well-developed interpersonal and motivational
skills

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Excellent IT skills, including advanced
knowledge of MS Excel and how to create and develop reports (knowledge of CRM
systems would be advantageous)

Qualifications and behaviours required:

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5 GCSEs Level C or above including Maths and
English (or equivalent)

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Creative thinker with an open mind

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A desire to make a difference

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Use of a car insured for business use

We are a Disability
Confident Employer and have a guaranteed interview scheme in place to ensure
that nobody is overlooked or discriminated against because of their disability.
If you meet the minimum criteria when you apply and you have informed us in
your application that you have a disability, you will be guaranteed an
interview for that role.  

Please note this role will be temporarily home based with a view to move back to the office in Boscombe once it is safe to do so. 



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