Customer Service Coordinator

We are looking for a proactive and detail driven Customer Support Coordinator to take ownership of core operational processes that keep our Account Management team running smoothly.

This role is essential to ensuring data quality, operational consistency, and high quality customer experience. You will be responsible for maintaining accurate systems, supporting Account Managers, coordinating handovers, and ensuring our internal processes are reliable, auditable, and scalable.

You will be expected to take initiative, identify gaps, improve workflows, and ensure our teams can focus on proactive customer support rather than operating in a reactive manner.

You will work closely with Account Management, Technical Support and Operational teams to strengthen our systems, processes, and customer facing documentation.

The hours of work for this position are 37.5 hours per week, working Monday to Friday in our Lancaster office.

This role involves owning key operational processes, ensuring data quality, and supporting teams with structured, reliable, and consistent coordination. You will help create clarity, improve operational flow, and enable Account Managers to dedicate more time to customer relationships and proactive support.

Operational Ownership & Quality

• Maintain and manage HubSpot data quality, including cleansing, audits, and structured checks
• Ensure contacts, companies, and assignments are accurate and aligned with AM ownership
• Conduct regular internal audits to ensure systems and documentation remain up to date
• Maintain customer folders, documentation, and structured filing systems
• Support the creation, review, and updating of QMS documents, workflows, and policies

Customer Support & Account Management Coordination

• Work closely with Account Managers to ensure smooth, accurate processes
• Support AMs in progressing and closing active tickets through coordination and follow up
• Process Sales to Support handover documents and ensure all information is complete
• Track compliments and complaints, ensuring accurate logging and follow up
• Provide administrative support to the Account Management team where required

Systems & Data Management

• Manage administration on our SmartCare Cloud, Locate and Web portals including user set up, user checks and removal of leavers.
• Ensure customers have regular check-ins and system data remains accurate.
• Support configuration testing, SCAIP mapping, and technical validation tasks as the role develops
• Help maintain consistent, high quality data across systems used by Customer Support
• Create and maintain clear, accessible documentation and workflows
• Identify gaps in processes and propose improvements
• Support the development of scalable operational frameworks as the business grows
• Step in where needed to keep processes moving and unblock team
• Experience in a coordination, operations, or support focused role
• Strong organisational skills and ability to manage multiple priorities
• Experience maintaining data quality in CRM or operational systems (e.g. HubSpot)
• Ability to conduct structured checks, audits, and quality assurance
• Clear written and verbal communication
• Experience producing documentation, workflows, or process guidance
• A proactive approach to problem solving and ownership

Chiptech is committed to creating an inclusive environment where everyone can thrive. If you need adjustments at any stage, such as alternative interview formats, extra processing time, written questions in advance, or a quiet space, we are happy to provide.

We want everyone at Chiptech to feel supported, valued, and able to thrive. Our benefits include:

• 25 days annual leave plus bank holidays and an extra day off for your birthday
• Company pension scheme
• Additional support for growing families through enhanced maternity and paternity pay
• Employee wellbeing support, including access to counselling sessions, a dedicated Wellbeing contact, weekly wellbeing activities such as yoga and walking groups, and campaigns that promote connection, learning and personal wellbeing.
• Culture of continuous learning.
• Regular team check ins, weekly staff briefings, and a supportive culture focused on kindness, clarity and collaboration, with opportunities to connect, learn and engage through a range of wellbeing activities and initiatives.
• Bike 2 Work Scheme
• Discounts in selected local businesses

We review our benefits regularly to ensure they remain fair, supportive, and aligned with our values.

Location: Lancaster Reporting to: Head of Customer Support Services Salary: £ 32,100

Chiptech offers a vibrant and supportive workplace where your contribution truly matters. Our people first culture means you will be part of a forward thinking company that values continuous improvement and innovation.

Your insights and ideas will shape our future!

Our core values of Imagination, Teamwork, Integrity, Quality, Commitment and Learning are at the heart of everything we do.

Success at Chiptech is built on the talent and dedication of our entire team. We proudly invest in our employees with comprehensive training and development opportunities.

In addition to a competitive salary, we offer a range of comprehensive benefits, including a generous annual leave package, health and wellbeing programme, pension, and enhanced maternity leave.

Chiptech are committed to equality of opportunity for everyone.

We encourage all applications regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.