Service Support Coordinator

Role Purpose: Supporting Service Manager on delivering excellent customer service. To conduct the transactional side of the business, with detailed interaction with internal systems to log and progress work through the system, provide reporting and first line query resolution.

Responsibilities

Supporting Service Manager on delivering excellent customer service; To conduct the transactional side of the business, with detailed interaction with internal systems to log and progress work through the system, provide reporting and first line query resolution; Generation of quotations for existing clients in a timely manner; Primary point of contact for issue resolution, escalating to Service Manager where applicable; Support Service Manager in contract profitability by ensuring all fees for created jobs have been added correctly; Invoice preparation completed in a timely manner and presented to Service Manager for Approval; Receive and action service requests from customer completed in a timely manner with delays communicated to client; Ensuring client reporting is in line with sow requirements, data sense checked to ensure correct detail is being shared; Responsibility for total Stock holding for all allocated accounts, ensuring that stock is managed in line with customer expectations and that stock is within sla timescales whilst in each area of the business; Support Senior Service Manager/Service Manager by completing any reasonable work request; Manage discrepancies – Investigating fully before releasing; Schedule workload through operations, stock and parcel allocation; Generating redeployment orders; Communicate to relevant internal departments to ensure issues are avoided

Requirements

Ability to multitask a wide range of tasks over many customers; An organised approach to ensure all tasks required are completed in a timely manner; Capable of working on various I.T platforms with Good Excel skills; Experience/Confidence in dealing with customers and managing queries in a professional and polite manner; A team player with the ability to work with others to achieve the end goal; Keen eye for detail in particular ensuring correct fees and data is correct

Nice to have

Experience in System Stock Management

Benefits

Flexible shift patterns for operational roles and hybrid working options for office-based positions; Enhanced family leave and company sick pay; 30 days' holiday including bank holidays, with additional days awarded for long service, increasing to a maximum of 34 days; Access to an Employee Assistance Programme, including a virtual GP service and specialist consultations for you and your family; Subsidised on-site canteen; Regular employee events; Internal and external training opportunities; Free on-site parking available five days a week; Cycle2Work Scheme; Eye Care Vouchers; Employee Discount & Savings Platforms; Recognition Programmes; Wellbeing Benefits; Learning & Development Opportunities; Financial Wellbeing Support