Service Co-ordinator

Service Co-ordinator

Job Purpose
    
Responsible for managing the service desk operations, handling customer enquiries, service desk tickets, and ensuring timely delivery of service call outs.  Arranging engineers to attend site, ensuring customer SLAs are met.  Supporting the daily functions of the service desk as part of the Service team to ensure the co-ordination of service requests, managing workflows, and maintain customer satisfaction, reporting directly to Head of Service.
    
Key responsibilities and accountabilities
    
●      Use all forms of communication, telephone email etc with professionalism courtesy & accurately record instructions and requests from clients and others.
●      Handling service calls via phone, email and direct into ticketing system
●      Ensure customers portals are updated with service dockets, and to keep the clients updated with the status of their tickets
●      Provide general support to the Head of Service
●      Pass new calls to the most appropriate engineer to complete
●      Provide status update information to clients or their representatives
●      Arrange for quotes to be prepared and sent to clients, where additional work is required, following a call out
●      Liaising internally with all departments to ensure clients needs are always met
●      Respond promptly to customer enquires and provide appropriate solutions, or escalate issues as needed
●      Undertake general administration duties around the office as directed from time to time
 
Person specification
    
Essential

●      Have a positive attitude to work and punctuality, able to work in an open office collaboratively with others across the business.
●      Willingness & desire to become an integral part of the team taking on more challenging and complex duties to the benefit of the business and enhance personal  development
●      Good personal appearance commensurate with working in an office where clients and VIP's may visit from time to time.
●      Good standard of keyboard skills and familiarity with computer work and software packages such as Word, Excel and outlook
●      Able to work and think independently as well as working as part of a team
●      Willingness to take part in external training opportunities that may arise
●      Proven experience in a customer service or similar industry fire/security
●      Excellent organizational and time-management skills
 
Desirable

●      Existing knowledge and experience of Dynamics Package
●      Recognised keyboard and software package certification
 
Disclaimer
    
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as required