Service Coordinator | Letchworth | Hybrid Working (3 days in office, 2 days from home – initially in office for training) | Salary depending on experience Our client, is the security industry's premier program management firm. The company's purpose is to help leading global enterprises be more secure. They help customers establish security standards, implement global project controls and plans, generate construction drawings, install, configure and commission systems. The company repair and maintain enterprise access control, video and intrusion systems. They also host physical security systems and provide complete monitoring and dispatch services from our world-class Global Security Operations Centre (GSOC) for those companies who prefer to outsource this function. The company boasts stunning, modern, spacious and light offices with breakout space, kitchen, on-site gym and relaxation areas. Are you the right person for the job? Worked in customer service/call center role Excellent customer service skills Beneficial if you have experience/knowledge of a security integration environment Excellent PC skills, Microsoft Office, Outlook and Excel Strong communication/organisational skills Ability to handle multiple priorities with maximum results What will your role look like? First line for service - Receiving service calls from our clients through email or our internal ES system. Then either deploying an LSP or Northland Engineer to site or engaging one of Northland Controls Application Engineers for them to remotely resolve. Service calls to be dealt with professionally and efficiently. Planning and Organising – Arranging an engineer's visit to site within challenging service level agreements (SLAs). Managing Information – Accurately recording and logging interactions with clients and LSPs for each service ticket to enable the information to be easily downloadable for creating reports for management. Taking ownership – proactively managing service tickets through from opening to completion ensuring customer satisfaction. Communicating with the clients – Ensuring all relevant parties are kept fully up to date on the status of service tickets. Communicating with LSPs – Requesting their attendance to site and ensuring they are equipped with all information to help them to resolve the issue during the first visit. Managing UK Northland Service Technician's day to day work responsibilities – Updating their calendars daily with all information to help them resolve the issue during the first visit. Taking part in daily hand over calls (APAC to EMEA, EMEA to AMER) Weekly client calls – Professionally presenting open ticket reports to clients during weekly client meetings. Scheduling and Managing Preventative Maintenances Taking part in weekly meetings with your Manager to review on-going service calls. Present weekly reports and metrics to management providing status updates of all ongoing service calls – in particular, proactively resolving problems ahead of time. Ensure data integrity is maintained on all tools and systems. Respond to and dealing with communication by email, telephone and in person What can you expect in return? 25 days annual leave plus public holidays and additional Christmas shut down day. Cycle to work scheme Use of on-site gym Private dental and healthcare Free confectionary and soft-drinks Discretionary bonus scheme Relevant training and opportunities for career advancement Interview Process Shortlisted candidates will first have a screening call with HR. If successful, they will be invited to an in-person interview with the hiring manager and HR to further discuss their qualifications and fit for the position. What's next? It's easy Click “APPLY” now We can't wait to hear from you Your data will be handled in line with GDPR.