I am excited to be working with a large and leading business based in Bury St Edmunds, in their search for a Service Coordinator on a 12 month fixed term contract. The ideal candidate will have experience working in a busy, fast paced Customer Services department, a professional telephone manner and strong coordination skills.

You will be responsible for supporting our internal customers by providing advice and delegating engineer support to enable them to run their businesses and keep their products to a high standard.

Responsibilities:
• Answering telephone calls efficiently maximising the team first time pick up
• Offering support and advice to customers in order to achieve over the phone fixes where possible
• Raising jobs accurately and in a timely manner on the field service support software ensuring the correct SLAs are applied for the issue reported
• Allocating reactive work to the most appropriate Technician resource in order to support customer SLA's and reduce travel time
• Action all areas of admin tasks to see repairs/requests through to a speedy resolution
• Updating field support software records system accurately to maintain account records
• Working with Regional Service Managers to support Technicians
• Checking records to ensure customers are trading with the business before issuing service repairs
• Participating in ongoing training to improve product knowledge and dispense equipment knowledge
• Escalating issues assertively and keeping line manager informed

Skills & Experience:
• A minimum of one years' experience in a fast paced office based customer service role
• Strong verbal and written communication skills
• Self-Motivated with a positive can-do' attitude
• Able to work as part of a team to reach the common goal
• Able to work well under pressure with attention to detail, accuracy and speed
• Proactive and highly organised
• Strong time management and planning skills
• Planning and allocating engineer workload using a planner and tracker system (desirable but not essential)

Hours of work:
This is a full time position with core hours being Monday - Friday 8:30am - 4:45pm with rota shifts to cover the hours of the department. E.g. approx. 1 Saturday shift every 4 weeks and 1 Sunday shift every 8 weeks on average (for which either time in lieu or x1.5 rate of pay is paid dependent on the shift) as well as a week of 12:00pm-8:00pm approx. every 8 - 9 weeks.

Company Benefits:
• Competitive salary dependent on experience
• 33% Discount on company products
• Wide range of employee benefits (pension, dental, share save, free refreshments, on site cafe)
• Excellent Training and Career Progression opportunities
• 25 days holiday each year (Not including bank holidays). Role dependent
• Onsite parking

If you would like to be considered for this position, please send your CV through to Paige today or call the office to discuss in more detail.

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