Service Co-Ordinator

Service Co-Ordinator
Position: Service Co-Ordinator
Department: OperationsLocation: Rural Chacombe (Oxfordshire / Northamptonshire)
Basic Salary: Up to £23,500 per annum + On-Call Bonuses (in the region of up to c. £1,800 / £2,000 per annum OTE)
Hours: Monday to Friday, 9am - 5pm (Remote Evening On-Call Requirements: 1 in every 5 weeks, with additional compensation for evenings and weekends).
Other: Hybrid working options, dog friendly office!
About Our Client:
Our client, part of a group of companies, is looking for a dedicated Service Co-Ordinator to join their dynamic team. They pride themselves on delivering outstanding customer service and maintaining a positive and collaborative work environment. Their office is dog-friendly, and you can enjoy the company of furry friends, going for walks during lunch breaks!
Main Purpose of the Service Co-Ordinator Job:
As a Service Co-Ordinator, you will be responsible for managing and enhancing the customer experience within their reactive service area. Your role is crucial in achieving customer KPIs and delivering top-notch service through proactive, efficient, and effective communication.
Service Co-Ordinator Key Responsibilities:
Logging customer calls promptly and accurately.
Booking service calls via Advantage/One Click to third-party suppliers.
Managing call and email logs to support SLA achievement.
Overseeing jobs from call receipt to invoicing.
Efficiently handling customer queries and invoice issues.
Communicating with the scheduling team to meet customer expectations.
Taking ownership of customer accounts and workload.
Responding to customer escalations within 30 minutes.
Building relationships with engineers and ensuring smooth internal processes.
Liaising with subcontractors for timely paperwork submission and issue escalation.
Invoicing calls appropriately within agreed timescales.
Documenting customer updates throughout the call-out journey.
Briefing engineers accurately on job requirements.
Managing client expectations regarding equipment delays.
Collaborating with the Parts Controller for timely equipment sourcing.
Supporting the Account Management Team with customer updates.
Keeping clients informed about attendance times and dates.
Working closely with the Engineering Manager to resolve technical issues.
Providing and issuing quotations to customers.
Approving and managing job queues to meet requirements.
Regularly participating in the on-call rota to support out-of-hours operations.
Skills & Knowledge Required for the Service Co-Ordinator Job:
Positive interaction skills with engineers and co-workers.
Experience in managing customer expectations in a busy, KPI-driven environment.
Initiative and ability to ensure the best customer experience.
Effective workload management and prioritization skills.
Exceptional written and verbal communication abilities.
Ability to foresee and prevent potential issues.
Competencies:
Teamwork:
Understanding the impact of teamwork on individual areas.
Influencing others with well-constructed ideas.
Supporting team members during high workloads.
Demonstrating enthusiasm for business goals.
Understanding the workload’s effect on other business areas.
Commercial Awareness:
Recognising the commercial impact of your work and identifying / addressing risks in work processes.
Customer Focus:
Driving a customer-first attitude.
Continuously seeking ways to exceed customer expectations.
Aiming for a first-time fix to improve the customer journey.
Being aware of business NPS and its impact.
Effectively communicating lead times to customers.
Handling customer complaints autonomously but escalating when needed.
Additional Information:
On-call (remote / from home) hours: 5pm to 10pm over 7 days (additional compensation provided).
On-call bonuses: £82.40 per week for evening cover, £82.40 per week for weekend cover, and £100 for bank holidays. An additional £5 is paid for any admin time required for emergency calls.
Training will be provided for the right candidate; attitude and team values are more important than experience