Company Description
TwentyFour IT Services Ltd is a UK-based provider specialising in IT Support, Compliance, Infrastructure, and Cyber Security services. Operating 24/7/365, we deliver tailored solutions to meet the unique needs of businesses, focusing on reducing IT costs, mitigating risks, and enabling our clients to focus on their core operations. With a commitment to excellence, our Customer Satisfaction (CSAT) scores consistently average over 95%, reflecting the loyalty and trust of our clients. Our expertise spans Managed Cyber Security, Cloud Desktop Hosting, IT Helpdesk Outsourcing, Network Audits, Compliance and Backup and Disaster Recovery, which allow us to partner effectively with businesses of all sizes to achieve their goals.
Role Description
The Customer Success Coordinator is a full-time, on-site role based in Doncaster. This position involves providing exceptional customer support to ensure client satisfaction, analysing client needs, managing customer interactions, and addressing inquiries promptly. The Coordinator will work closely with both clients and internal teams to resolve issues and deliver an outstanding customer experience.
Key Responsibilities
* Maintain close and consistent communication with engineers to support day-to-day operational activity and ensure priorities remain aligned
* Act as a key point of escalation, ensuring issues are picked up promptly and progressed through to resolution
* Prepare for and support CAB meetings by gathering relevant information and ensuring actions are ready for discussion
* Arrange collections and deliveries of hardware through the DPD portal, ensuring shipments and returns are managed efficiently
* Work closely with the hardware team to ensure devices are prepared and delivered within agreed timeframes
* Check stock availability and request required equipment such as laptops, mobile devices, packaging, and cleaning materials
* Manage the leaver process, including contacting leavers directly and arranging packaging so devices can be returned promptly
* Coordinate faulty hardware returns, ensuring replacement equipment is delivered, configured, and ready before the original device is sent back
* Provide clear, timely, and accurate communication to the customer in relation to requests, updates, and service activity
* Maintain accurate spreadsheets and documentation for new starters, leavers, asset tracking, and stock management
Skills and Qualities
* Strong organisation and attention to detail
* Confident communicator with both customers and internal teams
* Able to manage multiple tasks and priorities at the same time
* Comfortable working with spreadsheets, trackers, and operational documentation
* Proactive and able to chase actions through to completion
* Calm under pressure and able to deal with escalations in a professional manner
* Good administrative and coordination skills
* Experience in a service delivery, customer success, service desk, or operational support role would be beneficial
Ideal Experience
* Experience coordinating hardware logistics, deliveries, and returns
* Experience working in a customer-facing support or service environment
* Familiarity with engineer coordination and ticket-based workflows
* Experience maintaining operational trackers and stock records
* Confidence working across multiple teams to ensure deadlines are met