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Maintenance Coordinator

4 months ago

Leeds, Leeds, United Kingdom Sycous Limited Full time

Role Overview
Sycous provide innovative billing solutions for heat networks and district heating systems. On behalf of Heat Network Operators and other private utility network owners, we offer a market leading engineering services solution


The purpose of this role is to deliver excellent customer service and scheduling support to our internal and external customers.


We are looking for someone who is proactive and reliable, someone who is passionate about exceptional customer service and someone who can show a creative approach to solving problems.


Key Responsibilities

Key Responsibilities will include:

Support our Sycous engineering and HIU Service customers by

  • Scheduling all reactive, planned and project work accurately to appropriate resource, paying attention to location, expertise, and response targets.
  • Utilisation of Big Change University to ensure knowledge of JobWatch is kept up to date.
  • Ensure Stock is added to JobWatch.
  • Ensure all engineer absences are logged on Jobwatch in a timely manner and all jobs for absentee engineer are rescheduled. This includes contacting residents to rearrange the appointment and informing clients where no contact has been established.
  • Provide assistance to the Support Delivery Manager on charge out reports.
  • Handling of complaints from both residents and clients.
  • Attend client meetings as and when required, taking appropriate notes and feeding back to relevant departments.
  • Creation and collation of reports on an adhoc basis as and when required.
  • Providing quality assurance on a daily basis regarding completed jobcards. Providing feedback to engineers and Support Delivery Manager where required and ensuring all Job Cards are issued out to relevant parties within 24 hours of completion.
  • Ensuring wider support team are aware of existing processes, any process changes and any upcoming changes to processes or procedures.
  • Ensuring that the engineer days are optimised to drive maximum productivity from the team.
  • Reviewing information collated by engineers ensuring it is suitable and accurate.
  • Monitoring engineer travel and activity and respond to issues as required.
  • Escalating issues with specific jobs, clients, or engineers promptly.
  • Liaising with customers to provide excellent support whilst making appointments and carrying out engineering work.
  • Keeping our scheduling system up to date with accurate information. This includes
  • Address Details
  • Engineer Skillsets
  • Job results
  • Job information
  • Engineer holiday and sickness
  • Keeping our Mabdeck system up to date with all metering information following a meter exchange/installation/configuration.

Continuously improve and uphold our excellent level of customer service by

  • Work collaboratively and proactively with the Sycous team to ensure timely and accurate resolution of queries and to update on progress.
  • Adhering to internal SOPs, whilst providing suggestions for improvement where you find they are required.
  • Dealing with communications in a professional and prompt manner.
  • Reporting any training needs to your line manager.

Working Hours: 8:00AM until 18:00PM. Shift patterns will be fixed on a 2-weekly basis.

Mon-Fri
08:00 - 18:00

Sat
08:00 - 16:00

Competencies

  • Required_
  • Excellent Customer Service
  • Attention to detail
  • Excellent communication, both verbal & written.
  • Familiarity with data entry software
  • Ability to work well in a team
  • Basic Mathematical skills
  • Customer Support
  • Task organisation
  • Task & time management
  • Computer literate including Microsoft Word and Excel
  • Resolution focused
  • Reliable
  • Problemsolving abilities
  • Desirable_
  • Remote technical support
  • Customer Support
Experience

  • Utilities Experience
  • Zendesk Experience
  • Previous experience in scheduling & management of diaries
  • SaaS support experience

Future Progression
Future progression is available as the company grows or within other teams.

Within the support team, you could progress to become a senior member of the team, providing guidance and training to your peers and to new starters in the business.

This will see you take on more responsibility and reporting duties.

We will frequently review your progress in your monthly 1-2-1s and 6-monthly performance reviews to identify what your ideal progression path is, and how we can help you to achieve it.


Remuneration
£20,475 per annum

Location

Reporting office:
Leeds

Based:

Leeds, travel may be required for training or other support tasks in very limited circumstances with potential overnight stays.


About Sycous
We believe in a sustainable future with transparent and accessible data at the heart of it.


We champion both innovation and education, to help drive positive change in the world of metering and billing and help keep costs as low as possible for consumers.

We live in the world of heat networks, where heat is centrally generated and distributed within a buildin