GradBay
Customer Support Coordinator
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An organisation focused on helping students and graduates make informed decisions about their careers and successfully transition into the workplace.
Through a combination of technology, digital content and practical tools, they connect emerging talent with employers and create opportunities for people at the early stages of their careers.
They work closely with employers, educational institutions and technology partners to understand the needs of both candidates and organisations. Their focus extends beyond recruitment alone: they help young people explore career possibilities, develop their skills and build confidence for the future.
About the team
The Customer Success function works in partnership with employer clients to help them maximise the value of their products and services.
The team supports organisations with their employer branding, talent attraction and recruitment activities, helping them connect with talented and motivated students and graduates.
To do this effectively, the team needs a strong understanding of the early-career talent market, customer requirements and the organisation's technology and services.
About the role
We are looking for a Customer Success Coordinator to provide day-to-day operational support to the Customer Success team.
You will help ensure customers receive an efficient, accurate and consistent service throughout their relationship with the organisation. Working alongside Customer Success Managers, you will manage administrative activity, maintain accurate customer records and contribute to initiatives designed to strengthen customer retention and identify opportunities for account growth.
This role would suit someone who is highly organised, customer-focused and comfortable working with detailed information and multiple priorities.
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Measures of success
Success in this position will be reflected through:
- Customer retention and account development
- Customer satisfaction and account health
- Accurate and timely completion of customer deliverables
- Effective internal coordination and administration
Key responsibilities
Customer delivery and retention
- Coordinate customer subscription deliverables and ensure these are completed accurately and within agreed timescales.
- Manage the distribution and maintenance of customer profiles, vacancies and other relevant content across the appropriate channels.
- Provide administrative support to Customer Success Managers as they manage ongoing customer relationships.
- Assist with activities intended to address customer concerns and reduce potential retention risks.
- Ensure customer-related information is handled accurately and consistently.
Internal processes and collaboration
- Maintain accurate and up-to-date information within the organisation's CRM system.
- Record customer activity, delivery information and other relevant data promptly.
- Participate in regular team meetings and operational improvement activities.
- Identify opportunities to streamline processes and improve efficiency.
- Share customer observations and relevant insights with the wider Customer Success team.
- Highlight potential opportunities for account development.
- Flag indicators that could suggest a customer requires additional support.
- Work collaboratively with colleagues across the organisation to ensure customer requirements are delivered effectively.
What they're looking for
The successful candidate will be highly organised, detail-oriented and committed to providing a positive customer experience.
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You will ideally have:
- A customer-focused approach and a genuine interest in understanding customer requirements.
- Empathy and the ability to respond appropriately to different customer needs.
- Flexibility when working with different personalities, teams and working styles.
- Strong attention to detail, particularly when handling customer and business data.
- The ability to organise your own workload and manage competing priorities.
- Strong written and verbal communication skills.
- Excellent organisational and administrative abilities.
- A proactive approach to identifying and resolving issues.
Experience and skills
- Recent experience in an administrative or coordination role.
- Good general IT skills and confidence using Microsoft Office or equivalent productivity software.
- Experience using CRM or customer management platforms.
- Ability to learn new systems, processes and tools quickly.
- Reliable, conscientious and efficient approach to work.
- Strong time management and prioritisation skills.
- Ability to work effectively with colleagues and external stakeholders.
- An understanding of student, graduate or early-career recruitment would be beneficial but is not essential.
Contract details
- Contract: 9-month fixed-term contract
- Hours: 37.5 hours per week
- Working pattern: Monday to Friday, 9:00am–5:30pm
- Probation: 3 months
They are committed to helping young people make confident decisions about their careers and access meaningful opportunities in the workplace.
By combining technology, content and practical services, we bring together students, graduates, employers and educational organisations.
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