Service Coordinator

  • Camberley
  • £23000 - £28000 per annum, Benefits: Good benefits package
  • Full-Time

Working in a great team environment, providing contract support services to external stakeholders, engineers and the Facilities Team. Liaising with clients, operations manager, contract managers and engineers. First Class training.
Responsible for the day-to-day co-ordination of the Service base within defined accounts list:
• Understand procedures and processes and operate them to the required standard
• Open and maintain customer accounts by recording account information PPM plans and welcome packs.
• Resolve product or service problems by clarifying the customer’s complaint;
• Prepare service reports by collecting and analysing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage incoming calls
• Follow up with clients with regards to quotes sent or required with assistance of OM
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits
• Keep records of customer interactions, process customer accounts and file documents
• Go the extra mile to engage customers
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Place or cancel orders
• Work with OPs manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals
• Monitor all service agreements to ensure visits are carried out as per contract
• Advising customers of scheduled visits once dates are agreed
• Liaise with existing clients and issue contract renewals as agreed
• Liaise with new clients to issue new contract docs’ and add to service base control spreadsheet
• Ensure all contract specific SLA terms are met or exceeded
• Renew any existing maintenance RAMs that are in place and reissue when requested
• Raise callouts/reactives
• Raise Jobs following receipt of a client’s purchase order
• Raising and issuing PO’s on SIMPRO for suppliers and subcontractors.
• Liaise daily with engineers to ensure service jobs are completed
• If a callout visit failed to fix the fault on the first attempt, ensure that a follow up visit it booked
• Review engineer worksheets/certs etc and match to SWs, scan into Job directory and place into file.
• Process all engineer expenses with associated job costs and submit to OM for approval
• Process engineer timesheets, add associated job costs and submit to OM for approval
• Ensuring parts are available for engineers’ collection out of hours from the engineer’s room
• Chasing up outstanding purchase orders from clients
• Providing customers with general documentation and updates as required
• Update Asset lists as required
• Liaise with engineers for missing paperwork and certificates

Requirements
The post holder will need to have strong prioritisation skills and be a genuine multi-tasker in order to effectively perform in this role. Administrative accuracy and strong customer service skills are essential to effectively fulfil the role. You must thrive on a challenge and be able to manage your own time and react to requests effectively.
As well as Microsoft Office a bespoke software package is also used to support daily duties. An aptitude for IT is therefore also essential. Work is undertaken from a busy open plan office and so the ability to work closely within a team environment is a further pre-requisite.

Hours of Work
0830 – 1700 with an hour for lunch – Monday to Friday.
Great benefits offered

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