Customer Service Coordinator

Due to company expansion, Anderson Knight is recruiting a team of coordinators for a well-established FM business based in Hillington.

This crucial role involves organising and prioritising the workload of the engineering team.

Salary – £23,500 with a rise to £24,000 after 6 months.

Rota:

Average of 35.5 hours per week on a 4-week rolling rota.

• Working 1 weekend in every 4.

• You will always have a minimum of 2 days off together per week.

• Various shift patterns available on rotation such as 08:30-16:30,10:00-14:00,08:00-20:00.

Key Responsibilities:

• Organise and prioritise the workload of the engineering team.

• Plan and direct engineering resources to meet customer deadlines.

• Keep customers updated on the progress of outstanding work.

• Ensure the team follows established procedures and quality standards.

• Promote positive customer service, addressing concerns or escalations professionally.

• Handle incoming phone calls, managing queries and requests from existing customers.

• Monitor and check jobs in the system, liaising with clients and the service team to resolve any issues.

• Manage escalations and chases, following appropriate processes.

• Diagnose faults using remote system data to support decisions on engineer attendance or remote call management.

• Balance the needs of customers and engineers in a busy environment.

• Alert management to issues and assist in their resolution.

• Understand customer contracts and help deliver service level agreements.

• Run and distribute scheduled and ad-hoc reports as required by contracts or management.

• Coordinate the procurement of spares and parts and schedule their fitting.

Key attributes and skills:

• Proven experience in a coordinating role.

• Experience in the service industry is preferred but not essential.

• Extensive administration knowledge on Excel and Microsoft packages.

• Customer service experience.

• Ability to work as part of a team.

• Able to juggle multiple tasks and remain calm under pressure.

• Ability to build great rapport with customers and team members.

Company Benefits:

• Company pension.

• Overtime available.

• Health shield.

• Salary review after completion of probationary period.

• Free onsite parking.

• Dress down Fridays.

To apply for this excellent opportunity, please forward your CV in complete confidence.