Support Case Coordinator

We’re looking for a Support Case Coordinator to join our team in London. This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and enjoys taking ownership of support cases from start to finish.

In this role, you will be supporting our growing UK&I region. You’ll act as the key point of contact for customers throughout their support journey, ensuring they are kept informed, expectations are managed, and issues progress efficiently towards resolution. Working closely with Technical Support, Engineering, Field Services and Customer Success teams, you’ll play a vital role in delivering an outstanding customer experience through proactive communication, effective coordination and strong case ownership.

Key Responsibilities

Customer Communication

• Proactively contact customers regarding open support tickets to provide updates and manage expectations.
• Build positive relationships with customers through professional, empathetic and timely communication.
• Ensure customers are regularly informed, even when there is no significant progress to report.
• Gather additional information from customers to assist with issue resolution.
• Escalate customer concerns appropriately while maintaining ownership of the customer relationship.

Ticket Management

• Monitor support queues and identify tickets requiring customer follow-up.
• Review ageing tickets and ensure appropriate action is taken.
• Chase internal teams and third-party suppliers for updates.
• Ensure ticket information is accurate, complete and up to date.
• Prioritise tickets based on urgency, SLA commitments and business impact.
• Close tickets promptly once customer confirmation has been received.

Service Coordination

• Liaise with Technical Support, Field Services, Engineering and Customer Success teams.
• Coordinate customer appointments where required.
• Ensure engineers have the necessary information before attending site.
• Monitor outstanding actions and ensure agreed timescales are achieved.

Customer Experience

• Deliver outstanding customer service on every interaction.
• Identify opportunities to improve customer satisfaction.
• Recognise customers at risk of dissatisfaction and take proactive action.
• Collect customer feedback where appropriate.
• Act as the customer's advocate within the business.

Reporting & Administration

• Produce reports on ticket status and ageing.
• Identify trends in recurring customer issues.
• Highlight process improvements to management.
• Maintain accurate customer records within CRM and ticketing systems.
• Support SLA reporting and performance metrics.