Customer Service Coordinator

At Project Group, we create beautiful spaces for people to live, learn, work, and socialise in.

Our extensive experience has shaped our design-led approach, working across several key markets, including student accommodation, build to rent, co-working, co-living, PRS, hotels, office, and public sector.

With a dedication to delivering outstanding projects across the UK, each business within the Project Group brand – Project Studio, Project Interiors, Project ff&e, Project Furniture & Project Furniture Residential span every aspect of creative and innovative design, furnishing and fit-out, through to supply chain management and project aftercare.

Project Group are an Equal Opportunities Employer and are a registered National Living Wage & Disability Confident Employer / Organisation.

This is a full-time on-site role, based in Halifax, for a Customer Service Coordinator. You will be part of our Project Furniture team and responsibilities include managing customer inquiries, ensuring exceptional customer satisfaction and support, addressing and resolving customer concerns, and enhancing the overall customer experience. The role requires consistent communication with clients to build and maintain strong relationships, supporting projects and ensuring seamless service delivery.

Responsible for the progression of order from receipt into business to completion with the customer.

Ensuring all administration duties are completed in line with company policy to ensure compliance.

Working with and supporting all relevant employees in the fulfilment of our aims and business goals.

Perform other business duties as and when required. Comply with all company policies and procedures.

• Reporting to your line manager and collaborating closely with nominated clients and salesperson.
• Processing a high volume of customer portal orders and requests submitted by telephone and email.
• Working with Procurement to check product availability for customer orders and re-order or re-stock items, if necessary, to satisfy the customer requirement.
• Reviewing and checking prices and contracts are up to date.
• Investigate and resolve customer queries and complaints and resolving quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products.
• Escalating and resolving areas of concern as raised by clients.
• Maintain thorough and accurate customer service records utilising database systems and technology to deliver great customer care.
• Communicating internally important feedback from customers.
• Supporting the sales force with general operations to help achieve agreed objectives.
• Alerting the sales team to opportunities for further sales within key clients.
• Updating customers about new and alternative products/services the company offers.
• Assist financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer.
• Working with Operations to liaise with company suppliers and installation teams.
• Conducting client surveys/reviews to ensure clients are satisfied with their products and services and providing monthly sales intake figures to the sales team.
• Support/attending meetings with clients to build relationships with existing accounts.
• Achieving client relationship targets and KPI’s as set by the Management Team.
• Assist in monitoring company performance against client/supplier service level agreements and flagging potential issues.
• Assist and liaise with all internal departments to ensure client needs are fulfilled effectively.
• Dealing with and responding to high volumes of emails.
• Maintaining price files on internal Sage system.
• Maintaining product catalogues on client portals and trading platforms.

• A Competitive Basic Salary
• 25 Days Annual Leave + Bank Holidays
• Sponsored Subscriptions & Memberships
• Continual Professional & Occupational Training & Development