Client Service Coordinator – Digital Brand Services

Location - London, UK

Mon - Fri - 9am to 5.30pm

Hybrid Work Schedule

 

Client Service Coordinator

The DBS (Digital Brand Services) Domain Operations Service Team is excited to share an opportunity to join a new team which has been created as part of our Service Transformation! The transformation of our service organization will help us to evolve; ultimately exceeding our customers’ needs and expectations in a scalable way, while improving the experience for our team members internally. To support these opportunities, we have created the Client Services Team.

The Client Services team has been created to focus on delivering the CSC (Corporation Service Company) Promise to our customers. This dynamic global team will play a vital role in supporting workflow execution, providing coaching, and supporting critical areas of our business, such as change management.  This is a great opportunity for individuals that are passionate about streamlining workflow processes, driving projects to completion, and delivering the CSC Promise.

Some of the things you will be responsible for:  

Ensure we are consistently delivering on the CSC Promise and providing a high-quality experience for our clients Coordinate daily workflow, ensuring all work is covered and prioritized, communicating any resource needs seen to Market Leaders Drive teammates to meet goals and deadlines, while monitoring and reporting progress results to the team daily Actively monitor client phone and chat queues daily, alerting team to coverage shortages Report any issues with phone and chat coverage or service-levels to service leaders and technical teams, as required               Coordinate and assist with projects received from internal teams (registry launches, vendor consolidations, etc.) Act as a service escalation point for CSPs in the region Actively participate in the DBS Service Excellence (SET) and Change Coach Teams, as the service liaison, to drive process improvements Provide regular updates and insights to the Service Teams in advance of and during changes, ensuring that changes are successfully adopted  Provide feedback regarding system and procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes, templates, etc. Set measurable goals and objectives for teams related to workflow and efficiency Partner with Service Quality to maintain metrics data that will inform the individual and team results Partner with the Market Leaders to recommend training needs and identify training gaps and plans Support mentoring of any new team members Assist with interviews, scheduling sit-withs, and providing feedback on candidate observations, as needed Support your direct team colleagues, as needed. Sharing subject matter expertise within team, providing guidance on how to complete a task successfully for the future.

What technical skills, experience, and qualifications do you need?

A passion for streamlining and optimizing workflows and processes An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.) Proven ability to organize and manage a project independently, driving it forward to completion Demonstrated ability to guide individuals towards shared goals and results, removing barriers and blockers and setting a standard of accountability within teams Previous experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made Strong negotiation, listening, and communication skills, both verbal and written Experience communicating effectively with technical teams, non-technical teams, teammates, and all levels of leadership Strong attention to detail Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment

 

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