Your purpose in the role 

As a Client Support Coordinator, you will be responsible for providing client support to our Sales and Delivery teams. You will be responsible for ensuring excellent client service, event support, account development and administration for any relevant clients.  You will perform an array of tasks such as leading and managing events into fruition, managing the workshop logistic process, fulfilling client orders, creating and maintaining online accounts and partnership working with all teams across the business to ensure a high level of client satisfaction. 

 

 

What you’ll do to succeed 

 

• Understand and meet the needs of customers and provide help and support to colleagues to ensure customers receive superior service 

• Proactively develop strong relationships to maximise on the potential within our clients. 

• Manage pre and post-workshop logistics, liaising closely with the sales function to facilitate an excellent customer experience 

• Follow ordering processes to ensure transactions are fulfilled in a timely and efficient manner 

• Proactively develop strong relationships to maximise on the potential within our customers 

• Receive, log, investigate and resolve customer queries in a way that builds client loyalty 

• Create, manage and ensure accurate information is on our global systems 

• Produce key reports in line with customer service agreements 

• Manage and arrange conference calls and webinars in support of internal and external customers 

• Monitor shared email in-boxes to ensure customer enquiries are dealt with or escalated to the appropriate person in a timely manner 

• Provide email inbox holiday cover for other roles within the team 

• Answer all incoming telephone calls to the local office and triage as needed 

• Support where necessary in order fulfilment activities, such as picking/packing, inventory management and supplier contacts 

• As needed, provide support for virtual learning events in a ‘producer role’ 

• As needed, provide support in practitioner learning event administration and preparation 

 

 

How you’ll show up 

 

• A committed and reliable team player, sharing workload closely in a small tightly-knit team, while strongly connected to our global Client Services community and ready to step in to support other offices as needed 

• With a strong passion for legendary customer experience and always prepared to ‘go the extra mile' in delivering support on time and to the highest standards 

• You will use your strong communication skills to share relevant information with customers 

• Take ownership and responsibility when handling inbound customer enquiries 

• You will constantly seek new and innovative ways to meet and exceed our customers' expectations, making recommendations and suggestions to improve processes and procedures as appropriate 

• You will ensure your knowledge of our products is current and comprehensive so you are able to describe the features of products and services accurately and relate them to the customer’s needs 

• Takes responsibility for their actions and accepts accountability 

• Participates willingly in the team and keeps other team members informed and up to date by sharing useful or relevant ideas and information 

• Demonstrates the drive and initiative to achieve personal and organisational priorities 

• Highly motivated, articulate and meticulous with great attention to detail  

• Ability to prioritise and work under pressure with good time management 

• A proactive approach to problem identification and solution  

What you’re great at 

 

• You are able to effortlessly adapt to organisational and process changes when they occur 

• You will ideally have experience of supporting customers and client relationship managers as part of the sales process and experience of using CRM systems 

• You will have solid and proven office administration experience 

• Ability to work as part of a team and demonstrate flexibility with regards to working in a continually evolving and demanding environment 

• Confident and professional communicator 

Personal, good-humoured, inspiring and respectful tone of voice 

• Proven ability to work under pressure 

Methodical and highly organised with the ability to think clearly under pressure 

• Able to build relationships  

• You will have accurate data entry skills and high attention to detail 

• Able to handle enquiries by listening to and understanding the needs of customers 

• Able to display initiative in problem solving 

• You will have good IT skills particularly in MS Word, Outlook, Excel and PowerPoint