Service Co-Ordinator
Position: Service Co-Ordinator
Department: Operations
Location: Rural Chacombe (Oxfordshire / Northamptonshire)
Basic Salary: Up to £23,500 per annum + On-Call Bonuses (in the region of up to c. £1,800 / £2,000 per annum OTE)
Hours: Monday to Friday, 9am - 5pm (Remote Evening On-Call Requirements: 1 in every 5 weeks, with additional compensation for evenings and weekends).
Other: Hybrid working options, dog friendly office!
About Our Client:
Our client, part of a group of companies, is looking for a dedicated Service Co-Ordinator to join their dynamic team. They pride themselves on delivering outstanding customer service and maintaining a positive and collaborative work environment. Their office is dog-friendly, and you can enjoy the company of furry friends, going for walks during lunch breaks!
Main Purpose of the Service Co-Ordinator Job:
As a Service Co-Ordinator, you will be responsible for managing and enhancing the customer experience within their reactive service area. Your role is crucial in achieving customer KPIs and delivering top-notch service through proactive, efficient, and effective communication.
Service Co-Ordinator Key Responsibilities:
- Logging customer calls promptly and accurately.
- Booking service calls via Advantage/One Click to third-party suppliers.
- Managing call and email logs to support SLA achievement.
- Overseeing jobs from call receipt to invoicing.
- Efficiently handling customer queries and invoice issues.
- Communicating with the scheduling team to meet customer expectations.
- Taking ownership of customer accounts and workload.
- Responding to customer escalations within 30 minutes.
- Building relationships with engineers and ensuring smooth internal processes.
- Liaising with subcontractors for timely paperwork submission and issue escalation.
- Invoicing calls appropriately within agreed timescales.
- Documenting customer updates throughout the call-out journey.
- Briefing engineers accurately on job requirements.
- Managing client expectations regarding equipment delays.
- Collaborating with the Parts Controller for timely equipment sourcing.
- Supporting the Account Management Team with customer updates.
- Keeping clients informed about attendance times and dates.
- Working closely with the Engineering Manager to resolve technical issues.
- Providing and issuing quotations to customers.
- Approving and managing job queues to meet requirements.
- Regularly participating in the on-call rota to support out-of-hours operations.
Skills & Knowledge Required for the Service Co-Ordinator Job:
- Positive interaction skills with engineers and co-workers.
- Experience in managing customer expectations in a busy, KPI-driven environment.
- Initiative and ability to ensure the best customer experience.
- Effective workload management and prioritization skills.
- Exceptional written and verbal communication abilities.
- Ability to foresee and prevent potential issues.
Competencies:
Teamwork:
- Understanding the impact of teamwork on individual areas.
- Influencing others with well-constructed ideas.
- Supporting team members during high workloads.
- Demonstrating enthusiasm for business goals.
- Understanding the workload’s effect on other business areas.
Commercial Awareness:
- Recognising the commercial impact of your work and identifying / addressing risks in work processes.
Customer Focus:
- Driving a customer-first attitude.
- Continuously seeking ways to exceed customer expectations.
- Aiming for a first-time fix to improve the customer journey.
- Being aware of business NPS and its impact.
- Effectively communicating lead times to customers.
- Handling customer complaints autonomously but escalating when needed.
Additional Information:
- On-call (remote / from home) hours: 5pm to 10pm over 7 days (additional compensation provided).
- On-call bonuses: £82.40 per week for evening cover, £82.40 per week for weekend cover, and £100 for bank holidays. An additional £5 is paid for any admin time required for emergency calls.
Training will be provided for the right candidate; attitude and team values are more important than experience.
