Job Description

Job Title: Service Coordinator

Reports to: Service Manager

Hours of work: 8am - 5pm Monday - Friday

Salary Range: TBC depending on experience. Pension plan.

Summary of Position:

The Service Coordinator will be the first point of contact for our customer base, responding to requests for support and providing excellent service levels.

The role includes the following key tasks:

- Responding to requests for support (via email, phone and tickets)

- Administrative service tasks including logging updating and managing service calls and tickets

- Arranging reactive service calls to customer sites

- Ensuring service response and resolution times are met

- Following up with service engineers for comprehensive Field Service Reports

- Feeding back to customers following reactive and scheduled service works

- Managing return of faulty parts and processing for repair

- Quoting for out of warranty support and parts repair

- Liaising with service engineers for technical support

- Scheduling and arranging preventative maintenance, and managing a scheduled works calendar arranging labour to meet requirements

- Identifying, tracking and raising service escalations to the Service Manager

- Suggesting any operational improvements or changes to the Service Manager

The successful candidate will have excellent communication skills, a pro-active approach and will work with a degree of urgency to deliver the best possible service levels.

We are looking for someone to own the role, being accountable and responsible for the daily mechanics of Service Delivery, and to help us in our ambitions to develop an industry-leading Service team.

Personal Specification

Qualifications & Training

Essential

At least 5 GCSE including Maths & English Excellent command of English grammar and spelling

Experience

Essential

Minimum 1 year in a similar customer service role Experience working with customers directly

Desirable

Experience managing sub-contractors or internal technical resources

Qualities and Attitude

Essential

Excellent communication skills Self-motivated and driven Empathetic with customers and a desire to resolve issues in a timely manner Ability to work under pressure and to deadlines. Ability to work effectively without direct supervision. Understanding of data and reports Must have own transport - be able to reliably attend Snelling offices. Pro-active and driven. A desire to learn and progress Keen interest in technology

Desirable

Process driven A desire to change, innovate

System Knowledge

Essential

Competent with Microsoft office including Outlook, PowerPoint, Word, Excel Familiarity with customer service management systems or ticketing portals

Desirable

Experience with Freshdesk Customer Management System Experience with ServiceNow Customer Management System Experience of common ticketing systems Experience working with SAP
Job Types: Full-time, Permanent

Pay: Up to 26,000.00 per year

Benefits:

Company pension Cycle to work scheme Life insurance On-site parking Sick pay
Experience:

Administrative Assistants & Receptionists: 1 year (preferred)
Work Location: In person