Job Details
As a Customer Success Coordinator, you will sit at the heart of our international and key customer support operation. You will ensure incidents and service requests are logged, triaged, and managed effectively, maintaining exceptional communication across customers, partners, and internal technical teams. You play a key role in protecting service quality, ensuring SLAs are met, and driving a consistent, high‑quality customer experience.
This fast‑paced, detail‑driven role requires strong organization, communication, and calm decision‑making skills. A typical work week is Monday to Friday, 08:30–17:30, with a one‑hour lunch break. The role offers flexibility to work from home, typically two days per week.
This position is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants only need to disclose unspent convictions. The role also requires SC clearance, including a basic criminal record check.
Key Responsibilities
* Log, triage, and manage customer incidents and service requests across internal systems and customer portals
* Handle escalations via email and telephone, ensuring timely and professional resolution pathways
* Monitor incidents end‑to‑end, ensuring updates, progress tracking, and closure are accurately maintained
* Coordinate with internal technical teams and external partners to support effective resolution
* Maintain clear and proactive communication with international customers and end users
* Support Customer Success Managers with reporting and service insights
* Ensure escalation routes and contractual processes are followed correctly at all times
* Contribute to continuous improvement and an outstanding customer experience
Skills and Experience Required
* Experience in a customer service, service desk, help‑desk, coordination, or administrative role within a structured environment
* Confidence working with systems such as ticketing platforms, CRM tools, or workflow management systems
* Experience working to service levels, deadlines, or performance targets such as SLA‑based environments
* Strong written and verbal communication skills, with the ability to communicate clearly and professionally with customers and internal teams
* Excellent organisational skills with the ability to manage and prioritise multiple tasks simultaneously
* Ability to remain calm, focused, and solution‑oriented under pressure
* Competent basic IT skills, including Microsoft Word and Excel or equivalent tools
* Ability to work effectively both independently and as part of a collaborative team environment
* We value candidates with AI literacy and curiosity about technology, automation, and modern business processes
Benefits
* Flexible working options
* 33 days holiday including bank holidays
* Holiday purchase scheme
* Enhanced family‑friendly benefits (maternity, adoption, paternity and IVF)
* Paid days off for voluntary work to support local communities
* Staff reward scheme
* Pension scheme
* Life assurance 4× salary
* Sponsorship for professional development and memberships
* Employee assistance programme, including a virtual GP and financial wellbeing support
* Mental health first aider support programme
* Cycle‑to‑work scheme
* Discounted gym membership
* Eye care voucher scheme
* Free flu vaccinations
* Employee social events and recognition activities throughout the year
* HP employee discount programmes
* Mobile phone discounts
Equal Opportunity & Accessibility
We are an Equal Opportunity Employer and welcome applications from all backgrounds. We actively value diverse perspectives across age, gender, ethnicity, sexual orientation, disability, religion, and belief. We support flexibility and accessibility, and if you have a disability or health condition that requires adjustments during the recruitment process, please contact our Talent Team. We proudly support the Armed Forces community and welcome applications from reservists, veterans, and military families.
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