Job Description
Role : Helpdesk Coordinator
Salary : £23,600
Location : Renfrewshire/Glasgow (Office Based)
Pertemps are delighted to bring to market a new opportunity for a Service Desk Coordinator to join our client, an award winning, market leading business near Glasgow. This role is essential in organising and prioritising engineers workload.
This role will involve;
* Answer all incoming phone calls and manage queries and requests accordingly from existing customers
* Monitor and check jobs from the system liaising with clients and the wider Service team on any queries
* Log jobs as per the agreed client matrix, liaising with clients directly and the Service team
* Handle any chases or escalations received and escalate as per appropriate process
* Triage and interrogate remote system data to diagnose faults to support decisions on engineer attendance or remote call management
* Organise the workload of the engineering team
* Plan and direct engineering resource to ensure customer deadlines are met
* Ensure customers are kept updated on the progress of outstanding works
* Assist in ensuring the team follow established procedures and quality standards
* Promote positive customer service, dealing with any customer concerns or escalations in a professional manner
* Assess the needs of both customers and engineers to ensure balance is maintained in a busy environment
* Alert management on issues and assist as required in the resolution of such matters
* Understanding of customer contracts and assist in delivering to service level agreements
* Running and distribution of scheduled and ad-hoc reporting as per contract / management requirements
* Work with engineering and maintenance teams to ensure workload is completed and works are scheduled and actioned as required
* Coordinate spares and parts procurement and scheduling of fitting
About you
* Customer Service/Contact Centre experience
* Experience scheduling orders/deliveries/engineers/visits
* Customer focused
* Experience with customer contact via phone and email
* Ability to thrive in a fast paced environment
* Ability to use Microsoft packages confidently
* A positive attitude and ability to take ownership/responsibility of your own work
Working Pattern
The role will operate as 35.5 hours a week on average over a 4-week rolling rota of shifts.
There are various different shift patterns that are available – these tend to operate between the earliest start time of 8am and the latest finish time of 8pm, across 7 days of the week to ensure cover.
You will have a minimum of 2 days off each week (some weeks 3 days off) and will only work one weekend out of every 4.