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Form of work
SalaryOperations Coordinator
Chessington, Surrey
£30,000 - £33,000 (DOE)
Hours: 8:00 - 17:00 (Flexible)
Our client is a commercial supplier that puts customer service at the heart of its business.
Great customer service is integral to what our client does. They have an enviable track record for service within the market, of which they are truly proud.
The Operations Coordinator (Technical Service) is responsible for planning the engineer and operator resources to enable the department call-out and preventative maintenance SLAs to be met. This includes receiving, monitoring, resolving, and concluding customer enquiries relating to their coffee machine, fridge, water tap and other equipment. The Coordinator provides the first line response to customer emergency calls, working on the telephone, telemetry, and video resolution, and using engineer resource to assist. They are responsible for allocating company and third-party resource in response to emergency calls.
Key Responsibilities:
Service Desk – Receive customer requests, explore remote resolution options, and arrange for a visit where required. Utilise the company’s service management system to record details. Follow up to ensure that issues are resolved in accordance with our Company SLAs and customer happiness.
First Line Response – Provide a speedy resolution to customer calls aiming for remote resolution where possible. Consult with team members to assist where required.
Preventative Maintenance & Other Scheduled Calls – Schedule engineer, operator and other department resource to resolve callouts, attend routine annual/bi-annual service visits, installations and regular hygiene visits, and respond to other customer and team requests.
Installation – To provide supportin planning installations including understanding the Sales Team’s requirements and scheduling resource to meet them.To support with customer communication, paperwork and maintaining the Service Management Programme, Tracker and HubSpot CRM in relation to their installation where required. Confirming on site requirements on a basic level based on installation forms from the customer, ensuring accurate information is returned for correct set up of the machine.
Sales Team – Support the sales team by providing resource for tastings, coffee changes and other ad hoc requests. Utilise the company CRM system to provide Sales Team with information of note regarding our customers.
Monitoring & Reporting – Monitor and report against Emergency call-out, Preventative maintenance, Customer Happiness and other KPIs.
Compliance – Ensure all activities undertaken are in accordance with our Policies & Procedures within Consider it Done, are as agreed in meeting minutes, and statuses are reflected in the company’s management tools, notably Service Management Programme, Tracker and HubSpot.
Operational Projects – To work with the General Manager and other team members to assess and agree Service Management Programme requirements and challenge whether these are best met by our current system or a new programme. To implement agreed actions.
Your Skills and Experience
- Evidence of Technical ability ideally with Coffee making Equipment or similar
- Proficient in IT to a high level with administrative skills, good numeracy and a passion for customer service.
- Experience of working in a Service delivery environment with expectant Clients
Click apply today!
