Support Co-ordinator

Stoke-on-Trent, England, United Kingdom Full-time


RELEX Solutions provides an integrated retail and supply chain planning system that delivers impressive results for customers around the world. Through precise demand forecasting, automated replenishment, revolutionary space planning and assortment optimization, RELEX helps businesses plan better, sell more and waste less however fast the market changes.

RELEX Solutions is trusted by leading brands including WHSmith, Morrisons,, Coop Denmark and Rossmann. We are a group of over 380 employees with offices in the UK, Germany, Sweden, Norway, Denmark, France, Italy, in the US and our Helsinki headquarters.  


The Support Co-Ordinator is responsible for handling telephone and email enquiries from clients about new and outstanding issues.  The co-ordinator will ensure that all information relating to issues is recorded in the helpdesk and will liaise with all parties to ensure the issues are being progressed in a timely manner. Please note that this role will require on call hours.  


  • Logging tickets and following up customer enquiries to ensure customer satisfaction
  • Triaging issues attempting to resolve and troubleshoot where applicable
  • Ensuring customer service is delivered to agreed targets
  • Escalating issues to the Helpdesk Manager where SLA’s will not be adhered to
  • Receiving calls and communicating with the client during on-going investigations
  • Responsible for assisting in the production of status reports on assigned tasks
  • Feeding back information to customers
  • Liaising with developers during issue investigation
  • Leading client support calls
  • Providing software licenses for internal and external customers
  • Providing and maintaining customer support documentation and reports
  • The documentation and management of software releases


 Knowledge and Experience

  • IT related degree or 3 years’ experience in a similar role
  • Network knowledge
  • SQL Server experience
  • Cloud/Hosted environment experience desired
  • Helpdesk/service desk experience

 Skills and abilities

  • Sound IT skills are essential, including knowledge of Microsoft Office Applications, specifically Word, Excel and PowerPoint.
  • Ability to work independently as well as in a team environment
  • Ability to work in a fast paced and collaborative environment
  • Effective skills in task prioritization and time management
  • An effective communicator who displays a professional attitude within the organisation and when communicating with clients.
  • A pro-active team player who will ensure issues are followed through to completion.

 Hours of work

  • 37.5 hours a week
  • 9am-5.30pm Monday-Friday
  • This position will require flexibility as the role will involve ‘on call’ hours


  • A fun, ambitious and committed team of commited people to work with
  • A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged
  • This is an ideal role for an entrepreneurial-minded individual who wants to be part of building a success story and to play a key role in our future growth. You are self-motivated and willing to take new challenges You will join an ambitious team of smart people; all committed to RELEX’s success. RELEX, in turn, does its very best to take good care of its people.

   Benefits overview:

  • 25 days’ annual holiday
  • Free on-site parking
  • Unlimited free tea & coffee
  • Free Snacks and Drinks
  • Beer Fridge
  • Legal & General Pension Scheme (optional)
  • Reward & recognition e.g. Long Term Service Awards
  • Summer & Christmas Company Parties
  • Company lunches & meals out
  • Optional social activities & evenings out (e.g. weekly football club, monthly bowling / bingo etc.)



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