Customer Service Co - ordinator

Customer Service Coordinator

As a Customer Service Coordinator, you'll work with internal and external customers to ensure planned maintenance and urgent call-outs are scheduled and completed efficiently. You'll contact customers via phone and email, coordinate engineers' appointments, manage diaries, obtain purchase orders, order parts, complete permits, resolve disputes, and handle queries related to ongoing or completed work.

What We Offer:

• Competitive Salary: Reflecting your skills and experience.
• Generous & Flexible Leave Entitlement: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.
• Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.
• Comprehensive Benefits: Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
• Exclusive Discounts: With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
• Career Development: Extensive opportunities for growth and advancement.

How You Will Do It:

• Schedule planned and reactive maintenance for engineers
• Complete permits and documentation to support scheduled works
• Use multiple customer portals
• Act as a key contact for national customers
• Manage and adjust diaries to accommodate absences or emergencies
• Deliver excellent customer service via phone and email
• Collaborate with Service Managers to optimize engineer productivity
• Liaise with Sales, Billing, FM Helpdesk, and Subcontractor teams
• Report to the Planning Team Manager and mentors to meet KPIs

What We Look For:

Required:

• Minimum 1 year of customer service experience
• Excellent written and verbal communication
• Strong multitasking and time management skills
• Proficient in using multiple PC applications
• High attention to detail and urgency
• Solid decision-making and problem-solving abilities
• Good organizational skills

Preferred:

• Experience in using GANT based planning/dispatch software
• Experience processing invoices and purchase orders.
• Previous planning / scheduling experience in a service role