Serve First CX Limited
Client Services Co-Ordinator
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About Serve First
Serve First is redefining how businesses deliver exceptional customer experiences. We don't just collect feedback, we turn it into actionable insights, ready-made plans and automated workflows that help frontline teams respond faster, smarter and more effectively than their competition. Our AI-powered platform is trusted by some of the UK and Europe's leading enterprise brands.
Our Values
Our culture drives our success, we live by these four key principles:
- Customer First - we place the customer at the heart of every decision
- Integrity Always - we act with honesty, transparency and accountability
- Innovate & Simplify - we challenge the status quo and seek smarter ways to work
- One Team, Act Fast - we collaborate seamlessly, move quickly and deliver results
The Role
We're looking for a proactive Client Services Co-Ordinator at ServeFirst CX, you will play a pivotal role as the bridge between our esteemed clients and our company, ensuring seamless and value-driven execution of contracted services and operations. Your dedication will be instrumental in maintaining exceptional client relationships and fostering business growth.
Reporting to the Operations Manager, this role is critical in ensuring programmes are scheduled and completed in a timely, accurate and efficient manner and to the highest quality standards.
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Specifically, this role will:
- Act as the primary point of contact for a portfolio of client accounts, managing day-to-day queries and requests.
- Coordinate with internal teams to ensure client deliverables are completed accurately and on time.
- Monitor account performance and service levels, escalating risks or issues before they impact the client relationship.
- Support onboarding of new clients, ensuring a smooth handover from sales to service delivery.
- Build strong working relationships with clients through regular communication and check-ins.
- Contribute to the continuous improvement of client service processes and procedures.
- Work closely with the Implementation Manager during the onboarding process to understand the client and their requirements.
- Once clients are onboarded, ensure that future schedules are on time and scheduled efficiently.
- Monitor and ensure the timely delivery of shopper reports, following up on outstanding submissions.
- Manage and resolve client and shopper queries, including visit-specific and general enquiries.
- Work with and support the mystery shopping co-ordinator to ensure full allocation of mystery visits to shoppers and proactively encourage shoppers to complete assignments.
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About You
We're seeking an experienced professional who can manage multiple accounts, coordinate internal tasks, and resolve issues proactively, while contributing to strong client retention and satisfaction.
Skills
- Between 3 to 5 years of professional experience overseeing daily operational partnerships for major client accounts across sectors including Retail, Hospitality, Financial Services, Telecommunications, or Consumer Goods.
- Familiarity with Shopmetrics is an advantage.
- Excellent written and verbal communication skills.
- Highly organised, deadline-driven and able to manage multiple tasks simultaneously.
- Proactive problem solver.
- Collaborative, commercially aware and eager to learn.
- Strong rapport-building and interpersonal skills.
- Exceptional organisational skills with keen attention to detail.
Why Join Serve First?
- Rapidly growing, fully funded UK tech startup.
- Competitive salary.
- Hybrid working with HQ in Milton Keynes.
- Dedicated learning & development budget.
- Career progression opportunities.
- High-trust, values-led culture where your impact will be visible and recognised.
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