Service Coordinator
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Location
Bury St Edmunds
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Sector:
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Job type:
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Salary:
Competitive
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Contact:
Paige O'Connell
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Contact email:
paige@compasspoint.co.uk
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Contact phone:
01284 765700
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Job ref:
J33871
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Published:
almost 2 years ago
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Expiry date:
2019-07-09
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Start date:
2019-06-11
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Consultant:
#
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.