Service Coordinator

Monday to Friday plus one Saturday per month (paid as overtime) 08:30-17:00

37.5 hours per week

Our client based in Haverhill, is seeking a Service Co-ordinator to join their well-established team on a permanent basis. Reporting to the Head of Service, you will be assisting in the fulfilment of contracted services and customer requirements.

Key Duties and Responsibilities:

• Ensure calls received are acknowledged and processed accurately and efficiently, within Customer Service Level Agreements (SLA)
• Prioritise calls to ensure that SLAs are met and any calls that are at risk of overrunning deadline are escalated appropriately
• Ensure calls are scheduled efficiently and engineer attendance is efficient to minimise downtime
• Log phone calls and keep customers regularly updated on the status of their enquiry
• Effectively schedule planned preventative maintenance calls in a timely manner, ensuring deadlines are met
• Regularly check IT/Call Management systems to identify calls that require additional processing or support
• Access external customer portals where necessary to identify, log and update reported incidents
•  Prepare internal management/customer information and service level reports in a timely manner and in line with contractual agreements
• Ensure email inboxes are monitored and actioned in a timely manner
• Provide first level triage for all software queries/issues where required
• Assist engineers and subcontractors to test customer systems in order to resolve outstanding incidents
• Provide reports on the status of works and projects as requested by customers
• Prepare quotes/sales orders for chargeable equipment and raise purchase orders for Sub Contractors where necessary
• Ensure routine administration is completed accurately and on time

Key Skills:

• Strong verbal and written communication skills
• Problem solving
• Proficient in Microsoft Office
• Able to priorities own workload to meet deadlines
• Good attention to detail
• Articulate and friendly phone manner
• Previous administrative experience

If you are interested in this role, please apply with an updated CV, or call the office on 01284 767979 for further information.