Our client is looking for individuals with strong communication and organisational skills to join their Service Coordination team, which supports the maintenance, repair, and servicing of electrical equipment across the UK.
You will be tasked with providing a high level of customer support from inbound customer calls, talking them through basic troubleshooting steps to resolve problems remotely, and scheduling service engineer visits for proactive and preventative maintenance activities.
This is an office-based role and will involve working on a rota that includes one weekend in every four; when working a weekend, employees will have the option of taking Monday and Friday off instead, taking the time back in lieu, or being paid overtime. Please be aware this is a non-negotiable aspect of this role, so please only apply if this arrangement would work for you.
Skills and Experience:
* Experience working in a busy customer service/support environment
* Strong interpersonal and communication skills
* Highly organised and able to manage multiple tasks
* Proficient in problem-solving and decision-making
* Dedicated team player, self-motivated with a meticulous work ethic
* Exposure to scheduling routes/diaries/travel/site visits
* Experience in dealing with field engineers/technicians is beneficial
* Any experience working on a service desk is beneficial
Role and Responsibilities:
* Providing guidance for customers/clients who have issues or breakdowns of company equipment
* Coordinating with field engineers to arrange the maintenance, repair, and servicing of customer equipment
* Assisting in the optimisation of response times, operational processes, and resource allocation
* Maintaining accurate records and preparing KPI reports aligned with strict SLAs
* Establishing open lines of communication with company clients and accounts and engineers, playing a pivotal role in ensuring seamless collaboration across all parties
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