Customer Service and Client Coordinator

Independent Communication Advisors; Stockport; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

A UK communications specialist is looking for a Customer Service & Client Operations Coordinator to ensure customer service runs smoothly and customers feel supported. This role involves managing service requests, handling escalations, and maintaining relationships with existing clients. Candidates should possess strong communication skills, attention to detail, and experience in telecoms or IT services. Competitive salary ranging from £26,000 to £28,000, with a supportive team environment and opportunities for professional development.

Benefits

Training and professional development opportunities

Supportive and collaborative team environment

Work from home on Fridays

Qualifications

• Experience within telecoms, UC, CCaaS, or IT services.
• Exposure to account support or customer relationship management.
• Proactive and takes ownership of tasks without needing close supervision.

Responsibilities

• Act as the main point of contact for customer service queries and issues.
• Ensure all requests are logged, tracked, updated, and resolved.
• Manage escalations calmly and professionally, keeping customers informed.

Skills

Strong communicator

Highly organised

Customer-focused

Calm under pressure

Proactive

Tools

Familiarity with ticketing systems

CRMs

Job description

ICA (Independent Communications Advisors) is an independent UK communications specialist with nearly 30 years’ experience delivering Unified Communications and Contact Centre solutions. We help customers simplify complex technology, improve communication, and provide reliable, well-managed services.

We’re looking for a Customer Service & Client Operations Coordinator who enjoys keeping things running smoothly and ensuring customers feel supported and informed.

Role Description

This is a process-led role focused on keeping customer service running smoothly and ensuring customers feel supported and informed. You will track and resolve issues, coordinate with internal teams and suppliers, and help maintain strong relationships with a portfolio of existing customers. The role combines operational responsibility with an element of client and account support, giving variety and visibility across the business.

Key Responsibilities:

• Act as the main point of contact for customer service queries and issues
• Ensure all requests are logged, tracked, updated, and resolved in line with agreed processes
• Manage escalations calmly and professionally, keeping customers informed throughout
• Coordinate with engineering teams, suppliers, and partners to drive resolution
• Monitor service performance, tickets, and recurring issues
• Identify and suggest improvements to customer service processes
• Manage a portfolio of existing customers, acting as their main day-to-day contact
• Build strong, trusted relationships through clear and proactive communication
• Support service reviews, follow-ups, and ongoing account activity
• Proactively identify service improvements, risks, or opportunities within accounts
• Strong communicator, able to explain things clearly and confidently
• Highly organised with excellent attention to detail
• Proactive and takes ownership of tasks without needing close supervision
• Calm under pressure and able to manage competing priorities
• Collaborative and works well as part of a team
• Customer-focused, with a natural ability to build rapport and maintain trust
• Experience within telecoms, UC, CCaaS, or IT services
• Exposure to account support or customer relationship management
• Familiarity with ticketing systems, CRMs, or service management platforms

Why Join ICA

You’ll be joining a supportive, experienced team where your contribution has real impact. This role offers variety, visibility across the business, and genuine ownership of customer service outcomes, without the pressure of people management or sales targets. You’ll gain exposure to modern communications technology, work closely with customers and technical teams, and have the opportunity to help shape how our customer service function operates as the business continues to grow.

Salary & Benefits

• Salary between £26,000 – £28,000 depending on experience
• Monday to Friday working 9am – 5.30pm (Friday is a work from home day!)
• 37.5 hours per week
• Training and professional development opportunities
• Supportive and collaborative team environment