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Fire & Security Service Desk Coordinator
4 months ago
Job Description
An opportunity has arisen for a proactive individual to join our fast-paced team to work in our Fire and Security Division. The ideal candidate will have an excellent telephone manner, be enthusiastic, highly organised, confident and methodical, have a great attention to detail and be hard working. The primary purpose of the role is to provide support to our engineers, liaising and booking in appointments with clients, responding to reactive call outs and ordering parts. In addition, the candidate would be involved in organising and managing remedial and installation jobs.
Daily Tasks include
Managing emails and telephone call enquiries for new jobs and emergency call outs that require immediate response.
Logging information onto our CRM system and maintaining accurate records.
Ordering parts and equipment for jobs, issuing purchase orders and tracking deliveries.
Booking appointments with clients and scheduling engineers.
Sending job sheets to clients and requesting purchase orders.
Monitoring ongoing jobs and ensuring engineers complete all required job sheets.
Liaising with sub-contractors on booking jobs, completing works, kit requirements etc.
Producing quotations for remedial works.
Assisting in the production of RAMS and OM documentation where necessary.
Assisting operation manager with compliancy audits.
Calculating cost of reactive jobs and liaising with accounts to ensure invoices are issued.
Building relationships with clients.
Working towards targets to achieve SLA’s. Note: This job description is not intended to be all-inclusive. The employee may be required to perform other duties as assigned by the Directors.
Main attributes and experience we require
At least 2 – 5 years’ experience in a similar role
Excellent written and oral communication skills
Polite telephone manner and the ability to provide a high level of customer service
Ability to solve logistical problems to drive efficiency with Engineer schedules
Proficient use of Microsoft Office
Exceptional attention to detail
Solid organisational skills including time management and multi-tasking abilities
Flexibility and adaptability to juggle a range of different tasks
Capable of interpreting customer technical queries and communicating information to engineers
Experience in service desk environment is essential
Working knowledge of Fire and Security systems would be advantageous
Previous use of SimPro or similar CRM system would also be advantageous
Must drive due to office location We offer an attractive salary package dependant on experience
