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- Tasks: Help optimise customer experience by managing complaints and tracking resolutions.
- Company: Join Stark Group, a diverse and inclusive employer dedicated to customer success.
- Benefits: Enjoy a supportive work environment with opportunities for training and development.
- Why this job: Be part of a proactive team that values your input and fosters personal growth.
- Qualifications: Looking for organised, detail-oriented individuals with strong communication skills.
- Other info: This role offers a chance to make a real impact on customer satisfaction.
The predicted salary is between 30000 - 42000 £ per year.
To optimise the customer experience by helping teams to prioritise customer care, voicing customer concerns, and tracking customer pain points.
- Manage the resolutions mailbox, ensuring all complaints are acknowledged within 48 hours and logged in Stark CRM system for escalation and resolution.
- Track complaints in Monday.com.
- Oversee all customer complaints and escalations, ensuring colleagues follow the agreed process and resolve issues promptly.
- Follow up with teams where KPIs are not met and work to overcome hurdles.
- Review closed complaints, identify root causes, and ensure this is captured in a root cause review.
- Report to the wider business on performance, highlighting ongoing root cause reviews.
- Support root cause reviews with proper documentation and timely actions.
- Contribute to the monthly at-risk customer meetings.
- Use NPS feedback to identify root causes of complaints, investigate, and track progress with relevant departments.
- Participate in regular training to develop skills and knowledge.
- Adhere to Stark policies, procedures, and working practices.
- Ensure health and safety for yourself and others, using equipment safely and cooperating with management.
- Perform any other reasonable duties as required.
We seek a diligent, proactive, outcome-driven, methodical, and energetic individual who remains professional, confident, and calm in challenging situations. The candidate should demonstrate a customer-focused approach, be a supportive team player with a positive attitude, and proactively share knowledge to enhance team performance. The role requires high organization, attention to detail, effective work prioritization, and the ability to work independently. Continuous reflection and development are also essential.
Communication & Interpersonal Skills:
- Clear, professional verbal communication skills.
- Analytical mindset with a challenge-driven approach.
- Ability to present information engagingly.
- Strong interpersonal and rapport-building skills.
- Precise written communication skills.
- Good telephone manner and active listening skills.
Technical Skills & Knowledge:
- Intermediate proficiency in Microsoft Office, especially PowerPoint and Excel.
- Strong problem-solving and analytical skills.
- Up-to-date with industry advances and new working methods.
- Excellent administrative and organizational skills.
- Confident and accurate use of departmental systems/databases.
Stark Group is an equal opportunities employer committed to creating an inclusive, diverse, and respectful workplace where everyone can thrive.
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Customer Success Co-ordinator employer: Stark Group
Contact Detail:
Stark Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Co-ordinator
✨Tip Number 1
Familiarise yourself with customer success metrics and tools like NPS and CRM systems. Understanding how these tools work will help you demonstrate your analytical mindset and problem-solving skills during the interview.
✨Tip Number 2
Prepare examples of how you've handled customer complaints or escalations in the past. Being able to share specific instances where you resolved issues effectively will showcase your proactive and outcome-driven approach.
✨Tip Number 3
Brush up on your communication skills, especially in presenting information clearly and engagingly. Practice articulating your thoughts on customer care and how you would contribute to team performance.
✨Tip Number 4
Research the latest trends in customer success and be ready to discuss them. Showing that you're up-to-date with industry advances will highlight your commitment to continuous development and your ability to bring fresh ideas to the team.
We think you need these skills to ace Customer Success Co-ordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Success Co-ordinator role. Emphasise your customer service experience, problem-solving abilities, and any familiarity with CRM systems like Stark.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of customer care and your proactive approach to resolving issues. Mention specific examples of how you've successfully managed customer complaints or improved customer satisfaction in previous roles.
Highlight Communication Skills: Since the role requires strong communication and interpersonal skills, provide examples in your application that demonstrate your ability to communicate clearly and effectively, both verbally and in writing.
Showcase Analytical Abilities: Discuss your analytical mindset and how you have used data to identify root causes of issues in past experiences. This will show that you can contribute to the ongoing root cause reviews mentioned in the job description.
How to prepare for a job interview at Stark Group
✨Showcase Your Customer Focus
Emphasise your customer-centric approach during the interview. Share specific examples of how you've prioritised customer care in previous roles, and be ready to discuss how you would handle customer complaints effectively.
✨Demonstrate Organisational Skills
Highlight your ability to manage multiple tasks and track complaints efficiently. Be prepared to explain how you use tools like Monday.com or CRM systems to stay organised and ensure timely resolutions.
✨Communicate Clearly and Confidently
Practice your verbal and written communication skills before the interview. You may be asked to present information or respond to hypothetical scenarios, so being articulate and professional is key.
✨Prepare for Problem-Solving Questions
Expect questions that assess your analytical mindset and problem-solving abilities. Think of past challenges you've faced, how you approached them, and what the outcomes were, as this will demonstrate your proactive nature.
