Are you a proactive and detail-oriented professional with a passion for delivering outstanding customer service? As a Customer Account Coordinator, youll be the vital link between our clients and our team, ensuring seamless communication, efficient problem-solving, and a first-class customer experience. If you thrive in a dynamic environment and love building strong relationships, wed love to hear from you Working hours are 09.00am to 5.30pm, Monday to Friday (37.5 hours/week) with early 8am to 9am cover, weekend cover and Bank Holiday cover (both 9.00am to 12.00pm) on a rota basis as paid overtime. The role will report to GCCs Customer Service Manager. Primary Goals To effectively deal with all queries and complaints raised by both clients and contractors as quickly and efficiently as possible To ensure all remittance and pay queries are resolved quickly enabling all contractors and cleaners to be paid correctly and on time To liaise between Area Managers (AM), contractors and cleaners, encouraging all parties to provide the best possible service to our clients To minimize any missed cleans by liaising with the AMs to source immediate cover To raise client satisfaction ratings Key tasks Inbound/outbound liaison with Area Managers, GCC Contractors and Operatives within defined SLA's End-to-end case management of complaints within designated territories. To recommend and raise credits and invoices for clients and contractors. Process invoice and credit tasks for initial cleans, special cleans, changes in billing, missed cleans, poor cleans and caretakes in a timely manner. Book service calls for Area Managers to visit clients. Carry out telephone calls to Clients to assess satisfaction and action accordingly. Processing any terminated clients in a timely fashion Assist HR and Area Managers with operatives sickness and holiday management. Processing and posting of quality control documents to GCC Clients The Package Salary : £28,000 to £30,000 per year with bonus and overtime available Workplace Pension Interest-free travelcard loan Welfare benefits 2 Paid Volunteer Days 23 days paid holiday per year plus bank holidays Casual dress Cashback medical insurance and private dental insurance Discounted gym membership Wellness programme Employee discount Store discount Cycle to work scheme The Person Essential Minimum of one years experience of B2B customer management and retention Excellent telephone manner and written communication skills Ability to build rapport with internal and external customers Excellent organisational and administrative skills Proficient in Microsoft Word, Excel, and Outlook; quick to learn new systems Experience of working with a CRM database Customer service experience Experience of working to targets Education to degree level preferred with min GCSEs Maths & English Grade B/Grade 6 or above Desirable Previous experience in a similar role especially within facilities management We are an equal opportunity employer and consider all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Women-led organization Inclusive of minority and disadvantaged groups LGBTQ friendly workplace Age-inclusive ADZN1_UKTJ