About The Role
Seeka have an exciting opportunity for a well organised, customer-focused individual to join our team in Newcastle or Perth on a fixed term basis (maternity cover - fixed term 9 months contract).
Working closely with the Service Delivery Manager, the Coordinator role will support the delivery of the Locksmith side of our business, supporting major clients through the management and allocation of direct and sub-contractor appointments.
We are looking for an enthusiastic, self-motivated, professional individual with excellent verbal and written communication skills.
What you'll be doing:
1. Allocation of work to appropriate labour Sub-Contractor
2. Managing the onboarding process of the subcontractor workforce
3. Responsibility for ensuring subcontractors hold the appropriate documents to carry out work for Seeka
4. General cancellations and amendments of jobs
5. Ensure that all visits exceed the desired standard whilst delivering an excellent level of client satisfaction and service
6. First point of contact for the client, customer and field based Engineer
7. Handling both inbound and outbound calls and emails
8. Efficient handling and resolution of customer complaints and managing expectations of the customer throughout in line with the business expectations: escalating to management level where required.
9. Liaise with the operations management team to ensure efficient running of the process
10. Gather /collate/submit accurate and meaningful management information and reporting as required.
11. Completion of dashboards for internal and external KPI’s
12. Promote Seeka image at all times.
13. Other duties may be undertaken as and when required, in particular when new business is gained
What we need from you:
1. Previous customer service experience
2. Professional telephone manner
3. Excellent verbal and communication skills
4. Extremely well organised
5. Self-motivated and enthusiastic
6. Develop a team atmosphere through hard work, calmness and consistency whilst working unaccompanied
7. Dealing with changing circumstances
8. Delivering objectives and strict performance results
9. Attention to detail, able to capture data accurately
10. Ability to work closely with key stakeholders
Desirable
1. Complaint handling experience
2. Experience of planning and scheduling of work for field based workforce
What we offer:
1. 25 days annual leave pro rata
2. Enhanced Maternity, Adoption and Paternity leave
3. Pension Scheme
4. Life Assurance
5. Access to employee assistance programmes
6. Online GP Service, 24 hours a day, 365 days a year
7. Discounts with national retailers
Seeka value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all.
About The Company
Seeka provides specialist end-to-end revenue protection services across the utilities market. Offering an unrivalled range of services that includes the provision of locksmiths, dog handlers and revenue protection officers, Seeka make visits to customer properties to investigate and make safe suspected energy theft cases.
Seeka sits within the M Group Services Energy Retail Division which is proud to be one of the UK's largest utilities support organisations – and we’re still growing, with some exciting times ahead. We pride ourselves on being award-winning and recognised for our diligence, customer service and expertise.
We are part of M Group Services, a £1.7 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. We work with our clients and partners to ensure we keep abreast of industry developments and remain at the forefront of progress. We have been one of the Times 100 Top Track Companies for the last three years running.
At Seeka we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued.
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