Customer & Business Support Coordinator

We’re a digital and business transformation partner that crafts solutions to help organisations
work smarter through talent, tools, and technology. We bring people together to drive
purposeful change—delivering solutions that make businesses and their teams more efficient
and connected.
This role plays a vital part in keeping operations smooth, customers satisfied, and internal
processes well-coordinated.
Job Description
The Customer and Business Support Coordinator is responsible for leading customer
service operations and providing high-quality internal business support. The role ensures
responsive service delivery, manages support tools and processes, oversees onboarding and
device management, and drives continuous improvement across administrative and support
functions.
You will act as the operational backbone for service desk performance, onboarding,
documentation upkeep, and business coordination—enabling consistent customer
satisfaction and internal efficiency.
You will work across a range of ongoing projects and support contracts, collaborating with
consultants to define and continually deliver value through proactive communication and
effective triaging of support requests.
Duties and Responsibilities
Customer Support Operations
• Manage day-to-day support operations through the Thrive service desk, ensuring SLA
compliance and timely escalation resolution. This includes:
• Monitor and assign support tickets
• Review and progress support tickets against SLAs
• Triage and prioritise support tickets
• Prepare and send monthly support performance reports to customers
• Conduct monthly client check-ins and quarterly account reviews, supported by the
Account Manager, to maintain service quality and capture informal feedback.
• Monitor internal compliance with support processes, particularly timesheets and
support ticket updates, to reduce the need for manual follow-ups.
• Support the commercial components of customer support contracts by working with
the account management on proposals, renewals, quoting, and invoicing.

• Keep our customer relationship management (CRM) system up to date with all Thrive
support customers, contacts and opportunities.
• Identify and implement automation or AI opportunities to streamline service reporting
and routine processes.
Business Support and Coordination
• Support internal systems administration across tools including our service desk
(Zendesk), Project Management system (Project Power App + Planner Premium) and
timesheet application (Harvest), ensuring correct setup and ongoing usability.
• Collaborate with internal teams to allocate resources effectively and track task
allocation to support billing and KPI reporting accuracy.
• Support accurate resource allocation tracking by reviewing team schedules and
escalating misalignments or under utilisation.
• Monitor and maintain data accuracy in internal systems related to billing, service
metrics, and time tracking.
Onboarding & Internal Enablement
• Lead and continuously improve the onboarding experience for new team members,
including device setup, starter packs, and orientation materials.
• Maintain and enhance onboarding documentation in the company’s internal
knowledge base.
• Explore automation options for device provisioning and onboarding standardisation.
• Support team leads with job postings, interview scheduling, and coordination of
candidate communications.
Process Improvement & Documentation
• Drive improvements in internal business processes to enhance operational efficiency.
• Ensure documentation is structured, current, and accessible to support consistent
knowledge sharing.
• Work with team leads to identify recurring challenges and embed process
enhancements into daily operations.
• Stay informed on emerging support technologies, particularly automation and AI tools,
and lead initiatives to improve efficiency across support and business operations.
Required Experience/Skills
Essential:
• 4+ years in customer support, business operations, or service desk management,
ideally within a consulting or technology-driven business.
• Experience using and maintaining support systems such as Zendesk, Dynamics/Power
Apps, or equivalent.

• Strong organisational and coordination skills, with proven ability to manage multiple
priorities.
• Experience analysing and improving internal processes and documentation.
• Familiarity with time tracking, reporting, and communication systems.
• Proficiency in Microsoft 365 (Outlook, Teams, Excel, Word, SharePoint).
• Experience maintaining project or support documentation and schedules.
• Basic understanding of project governance, reporting, and SLAs.
Desirable:
• Experience in a technology, consulting, or professional services environment.
• Exposure to project management tools such as Microsoft Planner, Azure DevOps, or
equivalent.
• Understanding of business operations and invoicing processes.
Certifications (Highly Regarded):
• ITIL Foundation Certification.
• Project Management (e.g., PRINCE2 Foundation, CAPM, or equivalent).
• Business Administration or related qualification.
Soft Skills:
• Excellent verbal and written communication skills.
• Strong customer service orientation and proactive problem-solving approach.
• Able to work independently and collaboratively within a team.
• Adaptable and comfortable in a dynamic environment.
• Customer-focused with a continuous improvement mindset.
• Detail-oriented, proactive, and comfortable navigating ambiguity.
• Curious and open to exploring how technology can improve processes.
• Positive attitude and willingness to learn.

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