Customer Portal Coordinator

£26,000 – £28,000 + Benefits

Office-based

About This Role

We are looking for a Customer Portal Coordinator. This role involves overseeing a number of customer portals and managing job data from work instruction through to completion. The position ensures portal accuracy, monitors performance metrics, maintains compliance with client requirements, and serves as a key liaison between customers and our local operating franchises. It ensures smooth workflow, accurate reporting, and high levels of customer satisfaction while adhering to strict 24‑hour customer service level agreements.

Key Responsibilities

Customer Portal Management

• Manage and maintain 3 customer portals and client systems
• Upload, update, and validate job records, documents, certifications, and reports
• Ensure all portal data is accurate, complete, and submitted within required timescales
• Monitor portal alerts, tasks, and workflow queues

Performance & Compliance Monitoring

• Track KPIs and service performance metrics within customer portals
• Ensure contractual SLAs and response times are met within 24 hours
• Identify risks to performance targets and raise escalation where required
• Produce performance and compliance reports as required

Work Data & Job Lifecycle Control

• Oversee job records from initial instruction through to completion and closure
• Ensure supporting documentation is correctly logged (photos, reports, surveys, certificates, etc.)
• Check job status accuracy across systems
• Coordinate corrections or updates with operational teams

Customer Liaison

• Act as a point of contact for portal‑related customer queries
• Liaise with customer representatives regarding submissions, status updates, and performance mattersSupport client audits and information requests
• Maintain professional and responsive communication with customers and franchisees

What do we look for?

• A strong background in administration and customer service
• Experience working under tight deadlines in a fast‑paced environment
• IT savvy
• Ability to multi‑task
• Work well under pressure
• Confident and able to communicate effectively with others
• Proactive with ability to work independently
• Strong problem‑solving mindset
• Professional, discreet and reliable with sensitive data

Benefits

• 25 days annual leave – plus bank holidays
• Royal London, Company Pension
• Group Life Assurance
• Additional Paid Leave / Special Leave
• Cycle to Work Scheme
• Company Events
• Laptop / Company Mobile
• Free Eye Tests / Subsidy for Glasses
• Electric Car Charging Points
• Free Standard Parking
• Employee Assistance Programme
• Occupational Health Support
• Employee Discounts Platform – Sodexo

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