Location: Maidstone; ability to work from home up to two days per week.
Job Summary
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 will play a key role in protecting service quality, ensuring SLAs are met, and driving a consistent, high‑quality customer experience. This is a fast‑paced, detail‑driven role where organisation, communication and calm decision‑making are essential.
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.
Working Pattern
A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. This role also offers flexibility to work from home, typically two days per week.
Security & Disclosure Requirements
This post is subject to a basic Disclosure and Barring Service (DBS) check and requires SC Clearance. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions, while spent convictions do not need to be declared. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.
Requirements
* Experience in a customer service, service desk, helpdesk, 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 (e.g., 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 – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.
Benefits
* Flexible working options
* 33 days holiday including bank holidays
* Holiday purchase scheme
* Enhanced family‑friendly benefits (maternity, adoption, paternity and IVF)
* 2 paid days off per year for voluntary work to support our local communities
* Staff Reward Scheme
* Pension scheme
* Life assurance 4 x salary
* Sponsorship for professional development and memberships
* Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
* Mental health first aider support programme
* Cycle 2 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 Employer
We are an Equal Opportunity Employer. Diversity and inclusion are at the heart of our success. We welcome applications from all backgrounds and value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.
#J-18808-Ljbffr