Customer Service Coordinator

What you will do 

As a customer Service Coordinator, you will be responsible for scheduling routine service visits, dispatching callouts, managing the engineers’ diaries, completing permits and fulfilling paperwork requests amongst a number of other responsibilities.

How you will do it 

• Schedule planned maintenance and reactive works for a team of engineers

• Complete relevant documents such as permits to ensure works go ahead as planned

• Work on multiple customer portals

• Be a point of contact for dedicated National customers

• Manage the diaries including re-scheduling works to cover engineer absences or emergency works

• Provide first class customer service via phone and email for planning and admin queries for both internal and external customers

• Work with the relevant Service managers to utilize the engineers as productively as possible

• Work with other departments such as Sales, Billing, The Facilities Management Helpdesk and the Subcontractor team to help deliver the high level of customer service expected by our customers

• Report to the Planning team manager and mentors to help ensure individual and team KPIs are met

What we look for 

Required 

• Customer Service skills and experience

• Outstanding written and verbal skills

• Ability to multi-task and work well in a high-pressured environment

• Computer proficiency with the ability to handle multiple PC applications at once

• A strong sense of urgency, the ability to follow-through and have attention to detail

• Excellent decision making and problem-solving skills

• Good organizational skills 

Preferred

• Experience in using GANT based planning/dispatch software is desired

• Previous planning / scheduling experience in a service role is desired

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