Service and Support Co-ordinator - High Wycombe, United Kingdom - via Delaney Browne

via Delaney Browne

Verified Company

High Wycombe, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Service and Support Coordinator

Type:
Full-Time, Permanent

Location:
High Wycombe, Buckinghamshire

Benefits:
Private Health Cover

Main Purpose of the Role:
This person will be office based, Monday - Friday, 08.30am - 5.30pm and will receive calls from clients. Attention to detail and information gathering is crucial.

In turn, they will then liaise internally with the Technical Team who will diagnose the fault and advise next steps/ best course of action, whether this is for telephone support (provided by the Technical Team) or whether an engineer's visit is to be scheduled, in line with Service Level Agreement.

Once approved, a job number is issued, and Finance advised. Upon receipt of cleared funds (advised by Finance) an engineers visit is arranged.

Throughout this process, a ticket is to be raised via a ticketing system and updated continually until resolution and completion.

A proactive approach and positive attitude are essential.

Main Responsibilities:
1) Ensure high levels of pro-active customer service at all times.

2) Provide regular contact with all our customers, building relationships and showing empathy whilst working towards finding solutions, in a timely manner.

3) Work with the Service & Support team providing support to the Service & Support Director and Service Desk & Operations Manager.

4) Liaise with the Service & Support technical team to provide information and quotes to our clients.

5) Schedule engineers in line with each client's service level agreement.

6) Manage the engineer's diary ensuring sufficient time to travel to/from each site as well as coordinating their time on site.

7) Should costs be incurred to the client, relay these costs to the customer whilst documenting the process.

8) Responsible for the resolution of all reported faults from first point of contact through to completion.

9) Constant contact with procurement department, always reassuring orders are documented, placed, received, and return engineer visits booked as necessary.

10) Handle all client complaints, calmly, professionally, and comprehensively. Should escalation be necessary, involve the Service & Support Manager as required.

11) Liaise with Property Management Companies/Main Contractors for defect liabilities.

12) Ensure record keeping is at its best and up to date to include spreadsheets, ticketing systems and the Service & Support diary as well as sending tickets/reports to clients on completion of works.

Job Type:
Permanent

Salary:
£26,000.00-£28,000.00 per year

Benefits:

Company pension
Onsite parking
Private medical insurance

Schedule:

Monday to Friday
No weekends

Supplemental pay types:

Bonus scheme

Application question(s):

Demonstrate a high level of empathy with customers, very strong customer service ethos, good complaint handler
Prior experience in a technology company
Do you live within a 10 mile radius of High Wycombe

Experience:

- coordinate multiple scheduling over varying time periods: 2 years (required)
- high end telephone based customer service: 3 years (required)