Customer Service Coordinator

2 weeks ago

Coventry, United Kingdom Mitie Full time

**Contract Type**: Fixed Term Contract until End of January 2023 **(with potential for permanent placement)**:

- **Hours**: 40 hours per week
- **Location**: Coventry

Position overview:

- Working as the customer service coordinator, in a fast paced environment providing Facilities Management support and Customer service.
- Part of a team who are the central point of contact for customers and operational colleagues.
- Delivering excellent customer service through various channels of communication ensuring that business standards are met in a professional and manner.
- Meeting specific targets to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations.
- Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk.
- Support, engage and interact with colleagues in a positive and engaging way.
- Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
- Adherence to a working schedule as defined by your Line manager working flexibly in order to meet our customer requirements.

**Main duties**
- To schedule all reactive and planned work to the correct resource, paying attention to response targets and technical expertise
- To have full use and understanding of systems used for logging and scheduling jobs
- To ensure, all engineers have a full schedule of work each day and are being fully utilised to ensure maximum productivity
- To ensure all pre-planned visits are arranged with external and internal customers to avoid 'no access' issues, complying with the mandatory security and college clearance levels.
- Arrange attendance with external subcontractors, raising the appropriate paper work such as work details and purchase orders, to enable speedy resolution within SLA, ensuring all sub-contractors are appropriately security cleared.
- Ensure all jobs are attended and completed within the required response time
- Follow-up all jobs not marked by engineers as completed after attendance and reallocate jobs as required
- Accurately record all actions taken on the required systems to ensure a full audit trail
- Ensure all documentation is collated in the on site files for compliance and monitoring purposes
- To work as part of an integrated management team to provide efficient and effective service
- Ensure that staffing and resource is managed in the most effective way, adjusting to changes in service delivery and customer demand
- To identify opportunities for continual improvement to service delivery, initiating changes to the benefit of the customer, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas
- To monitor the daily performance of the team, providing timely feedback and implementing performance improvement where necessary
- To operate within contractually set service level agreements, policies, procedures and targets
- Take ownership for resolving queries and completing the actions required to ensure that all customers receive the highest quality of service
- Actively seek and encourage feedback from internal and external sources in order to continually improve service delivery
- To seek out, establish and maintain relationships with operational contacts for each client, developing and maintaining knowledge of the customer needs. To manage to appropriate policies, procedures, and service standards and ensure these are effectively adhered to consistently by all the team

**Person **Specification**
- Experience of working preferably within a Customer Service environment.
- Experience of working preferably within a target driven role, or high pressure service delivery environment.
- Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times.
- Strong team player - cooperative and willing to assist others by sharing knowledge and expertise
- Good user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning.
- Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.
- Able to remain calm under pressure and can communicate effectively across all levels.
- Ability to listen attentively and probe accordingly in order to accurately capture important information.
- Excellent attention to detail
- Demonstrable ability to show empathy and superb interpersonal skills
- Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.
- Able to embrace and adapt to change and learn from experience

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