We’re VIVID! –We offer a vibrant, friendly, inclusive culture that supports, develops, and attracts the best people!

We’re recruiting for a Customer Success coordinator based in Portsmouth. This is a full-time, fixed-term contract position for 5 months working 37 hours per week with a minimum of 20% of this to be office based to promote collaboration and team working within the Customer Success team and other colleagues across the business.

Want to know what we can offer you?

• 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
• Private Medical Insurance
• A generous contributory pension
• Medi-cash policy to claim back some medical costs to ensure we look after you and your loved ones
• Discounts portal to save money on various products and services, including holidays, shopping, and cinema
• Electric car scheme
• A real sense of work/life balance where we promote flexible working and an agile culture.

Here are the facts about the role:

As Customer Success Coordinator you’ll support the Customer Success Team to deliver against VIVID’s Complaint and Compensation Policies. You’ll coordinate and support senior complaint reviews within agreed timescales, ensuring all appropriate records are kept and information shared with the Ombudsman as requested.

You’ll monitor the progress of complaints, ensuring each complaint is at the correct stage, you’ll contact customers as required to advise on progress, ensuring expectations are managed and we reach the right outcomes. You’ll be responsible for ensuring all complaint promises are recorded and delivered within timescales, highlighting any issues, and processing customer compensation payments where required.

You’ll work with the wider team to monitor complaints performance on a monthly/quarterly basis, analyzing data, including root cause analysis, and identifying key trends. You’ll contribute to customer feedback reports as required by identifying common complaint themes so we can monitor and improve our service. This will also involve monitoring compliments so we can learn from positive feedback.

This role will require you to coordinate stage 2 of complaints, working with Heads of Service (HoS) and Subject Matter Experts in preparing packs for HoS to review which will include an outline of the full complaint, actions taken so far, lessons learned, and the responses provided to the customer.

We’re looking for someone with a proven track record of delivering positive outcomes for customers and able of communicating well verbally and in writing with customers, suppliers, colleagues, and external stakeholders. Experience in handling and analyzing data, ensuring attention to detail, and mitigating any inaccuracies would be a huge advantage also.