Service Coordinator

Due to the continued growth at our Griffin Fire division of ACL (Alarm Communication Limited), we have a requirement for an additional Service Coordinator to join our established team at our London office located in London Fields, London. The candidate will work within one of our Griffin Division, who look after a selection of Key Accounts made up with several prestigious large-scale commercial properties, ranging across the Education, Healthcare, Hospitality, Commercial and Stadia sectors. The postholder will need to have strong prioritisation skills and be a genuine multi-tasker to effectively perform in this role. Administrative accuracy and strong customer service skills are essential to fulfil the role.

Responsibilities

Open and maintain key customer information by recording and uploading documents into cloud-based ERP system; Monitor all service agreements to ensure visits are carried out as per contract with the Service Manager; Use Asset Planning System to create pre planned maintenance jobs in preparation for scheduling; Advise customers of scheduled visits once dates are agreed with Service Manager; Liaise with Engineers to coordinate visits, ensuring parts are collected prior to visits and that all paperwork is completed and submitted to the client in a timely manner; Review Engineer paperwork and raise any remedial actions with the appropriate internal team, prioritise and escalate any urgent non-conformities or system failures to the relevant manager; Manage incoming calls and emails from key clients in a timely, professional and friendly manner; Build relationships of trust through open and honest communication with clients, suppliers and colleagues; Resolve product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution; Raise and issue Purchase Orders and Works Orders to Approved Suppliers and Subcontractors; Review and process expenses and timesheets for the engineering team each month; Issue documentation to clients, including service records, certificates and invoices

Requirements

Strong prioritisation skills; Genuine multi-tasker; Administrative accuracy; Strong customer service skills; Microsoft Office; Aptitude for IT; Ability to learn our bespoke software package; Ability to work closely within a team environment; Proven customer support experience; Strong phone contact handling skills and active listening; Familiar with Windows software systems and practices; Customer orientation and ability to adapt/respond to different types of characters; Excellent communication and presentation skills with a keen eye for detail; Ability to multi-task, prioritize and manage time effectively

Benefits

Virtual GP; Salary Finance scheme (access to 50% of earned pay before payday and competitive loans); Choices flexible lifestyle benefits (up to five extra days' holiday, critical illness insurance, dental treatment, technology products); MiDeals high street discounts; Cycle-to-work scheme; Life cover up to four times salary; Enhanced pension contributions; Save-as-you-earn scheme; Mitie Matching Share Plan (possible free shares); Mitie Stars recognition with cash prizes; Training and development opportunities