Customer Services Coordinator

1 month ago

Colchester, United Kingdom University of Essex Full time

**JOB DESCRIPTION - Job ref: REQ07415**

**Job Title and Grade**: Customer Services Coordinator

Grade 6

**Contract**: Permanent, Full-time

**Hours**: 36 hours per week

**Salary**: £28,929 - £32,411 per annum

**Department/Section**: Estates and Campus Services (ECS)

**Responsible to**: Head of Customer Services, ECS

**Reports on a day-to-day basis to**: Customer Services and Projects Manager, ECS

**Responsible for**: 2.6 FTE x Customer Service Assistants

**Purpose of job**: The Customer Services Coordinator supports the Estates and

Campus Services (ECS) Customer Services and Projects

Manager (CSPM) in delivering a range of projects for the section.

The Customer Services Coordinator also coordinates the sections development and implementation of customer service standards, cultural change, and the People Strategy in relation to 500+ staff to meet the strategic objectives of the section and the University.

**Management**

The role holder line manages the 2.6 FTE Customer Service

Assistants and is responsible for the development and operation of the Estates Help Desk as the first point of contact for customers regarding the work and services performed by the Estates,

Facilities Services and Sustainability Sections and the centrally managed/locally deployed activities (CMLD) of the Customer

Service Assistants within the various sections of ECS.

**Projects**

The Customer Services Coordinator will support the CSPM in the development of service enhancement projects across all areas of

ECS. The role holder will be required to turn ideas into project plans and lead on the ultimate delivery of these projects/plans.

1. Provide leadership and management of the three Customer Service Assistants including involvement in recruitment and selection, induction, provision of support and training, performance management and professional development.

2. To be responsible for the operational line management and motivation of the team and work as an effective member of the team co-ordinating workloads, setting priorities and managing the team’s performance against relevant indicators and metrics.

3. Provide direction, purpose and coordination of the centrally managed locally deployed activities of the Customer Service Assistants including liaison with ECS sub-section senior managers to agree initiatives and develop plans for implementation.

4. To develop the help desk function in line with the strategic objectives and the operational requirements of the section providing a pro-active customer driven service through successful implementation of processes, standard operating procedures and usage of appropriate systems.

5. Support the CSPM in the implementation of the people strategy, professional behaviours and relevant customer service standards across all sections of Estates and Campus Services to include**:Development and implementation of business unit/sub section values as appropriate.**
Coordination of Customer Service Assistant team activities to generate economies of scale and ensure that business unit and sub section activities are aligned to, and support, relevant ECS and University strategic objectives.

6. Support the CSPM in the delivery and management of sub-section and business unit projects, where required.

7. Utilise project management methodologies and frameworks to manage and lead on relevant operational customer service sub-section projects to deliver positive change in line with the objectives of the Customer Services section action plan.

8. Use appropriate methods of communication to ensure that Helpdesk customers, ECS team members and other stakeholders within, and external to, the University are up to date with developments of activities and projects appropriate to them.

9. Develop and implement systems, processes and procedures for the purpose of monitoring performance of the Customer Service team and subsequent setting of standards, performance indicators and action plans to meet these targets/standards.

10. Analyse data from the facilities management system to monitor performance of other ECS teams and create reports for relevant managers and generate actions.

11. Implement and manage real-time works order monitoring processes in association with the maintenance and soft FM services teams to ensure the Customer Service team proactively engages with customers to meet and exceed their expectations.

12. Complete cost-benefit analysis of proposed project outcomes and make appropriate recommendations to the CSPM and/or Head of Customer Services.

13. To support the CSPM in developing and maintaining systems and processes for auditing customer service, operational standards and cultural change across ECS to include:

- Processes for evaluating performance such as customer feedback collection.
- Utilising the performance evaluation system to include scheduling, creation, distribution and analysis of the sections customer and staff feedback activities.
- Developing and/or implemen

  • Customer Service Coordinator

    3 months ago

    Colchester, United Kingdom Tarmac Full time

    **Job Introduction**: Are you a **Customer Service Coordinator** looking for your next permanent role? Then read on as we may just have the role for you At Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better,...

  • Customer Services Coordinator

    3 months ago

    Colchester, United Kingdom Concurrent Technologies Full time

    **The Company** Concurrent Technologies designs a range of high-performance Intel® processor boards, switches, networking, storage, and software products for use in embedded computing solutions. We manufacture our board products in our Colchester, UK based factory to meet the highest level of inspection standards for long life cycle, reliable...

  • Customer Service Coordinator

    3 months ago

    Colchester, United Kingdom Tarmac Full time

    **Job Introduction**: Are you a **Customer Service Coordinator** looking for your next permanent role? Then read on as we may just have the role for you At Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better,...

  • Customer Service Coordinator

    3 months ago

    Colchester, United Kingdom Tarmac Full time

    **Job Introduction**: Are you a **Customer Service Coordinator** looking for your next permanent role? Then read on as we may just have the role for you At Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better,...

  • Customer Services Coordinator

    3 months ago

    Colchester, United Kingdom Concurrent Technologies Full time

    **The Company** Concurrent Technologies designs a range of high-performance Intel® processor boards, switches, networking, storage, and software products for use in embedded computing solutions. We manufacture our board products in our Colchester, UK based factory to meet the highest level of inspection standards for long life cycle, reliable...

  • Servicing and Deployment Coordinator

    3 months ago

    Colchester, United Kingdom Gasway Services Ltd Full time

    We have a new opportunity to join our team as a Service and Deployment Coordinator within our team based in Colchester. This role is extremely varied and attracts greater responsibility than your usual administrative role. You will work closely within a team and operate as the first point of call for engineers, clients, and colleagues to effectively...

  • Service Coordinator

    3 months ago

    Colchester, United Kingdom Newman Refrigeration Limited Full time

    Newman Refrigeration are a fast-growing Refrigeration and Air Conditioning company, supplying and maintaining some of the most energy efficient refrigeration systems to our growing high quality client base. We are seeking an experienced administrator with excellent customer service skills to support our busy service department. General duties will include...

  • Service Coordinator

    3 months ago

    Colchester, United Kingdom Newman Refrigeration Limited Full time

    Newman Refrigeration are a fast-growing Refrigeration and Air Conditioning company, supplying and maintaining some of the most energy efficient refrigeration systems to our growing high quality client base. We are seeking an additional experienced administrator with excellent customer service skills to support our busy service department. General duties...

  • Customer Services Administrator

    3 months ago

    Colchester, United Kingdom Concurrent Technologies Full time

    **The Company** Concurrent Technologies designs a range of high-performance Intel® processor boards, switches, networking, storage, and software products for use in embedded computing solutions. We manufacture our board products in our Colchester, UK based factory to meet the highest level of inspection standards for long life cycle, reliable...

  • Customer Care Coordinator

    3 months ago

    Colchester, United Kingdom Amplifon Group Full time

    **Customer Care Coordinator** **Colchester** **Hours: 22.5 hours.** **Salary: £12,285 p.a. + Variable commission scheme** **A Career to Be Proud Of....**At Amplifon, we are dedicated and proud to provide the most advanced hearing aid technology that allows us to deliver an exceptional experience to every one of our customers.To help make this a reality, we...

  • Client Services Coordinator

    2 weeks ago

    Colchester, Essex, United Kingdom Yolo Recruitment Full time

    EXCITING OPPORTUNITY FOR A CLIENT SERVICES COORDINATORYolo Recruitment is seeking to hire a Client Services Coordinator for a prominent automotive dealership.Key Responsibilities of the Client Services Coordinator: Scheduling service appointments A VALID UK DRIVING LICENSE IS REQUIRED.Working hours for this Client Services Coordinator position: Monday to...

  • Customer Service Advisor

    3 months ago

    Colchester, United Kingdom Fairhive Full time

    **Do you want to join a customer service team with a diverse range of responsibilities and a shared goal to deliver service excellence for our customers?** Fairhive is a non-profit affordable housing provider with ambition. We already provide affordable housing to more than 20,000 people in our community and are striving to do more. Our customer service...

  • Client Services Coordinator

    2 months ago

    Colchester, United Kingdom 4site Consulting Ltd Full time

    **Join Our Team and Shape Your Career** **Who We Are** We're a friendly, family-run safety consultancy company in North Essex. Our clients love the personal service we provide, and it's helping us grow at a significant rate. We're looking for someone who's enthusiastic and hardworking to join our dynamic team. **The Job** We’re hiring a Client Services...

  • Internal Sales Coordinator

    3 weeks ago

    Colchester, United Kingdom Direct Response Employment Services Full time

    Direct Response Employment are delighted to be working with our long established client who are now seeking a sales coordinator to join the team on a temporary to permanent basis. As a internal sales coordinator, you will be responsible for raising and pricing of quotes for their given area. You will be managing a pipeline through pro-actively chasing of...

  • Internal Sales Coordinator

    7 days ago

    Colchester, United Kingdom Direct Response Employment Services Full time

    Direct Response Employment are delighted to be working with our long established client who are now seeking a sales coordinator to join the team on a temporary to permanent basis.As a internal sales coordinator, you will be responsible for raising and pricing of quotes for their given area. You will be managing a pipeline through pro-actively chasing of work...

  • Internal Sales Coordinator

    3 months ago

    Colchester, United Kingdom Lynx Employment Services Ltd Full time

    Lynx Employment Services are a professional recruitment company based in Attercliffe. Established in 2001, we have provided temporary and permanent staff to many different public and private companies. We are recruiting on behalf of our client who is looking to recruit an **Internal Sales Co-ordinator in the Colchester area of Essex.** **About the...

  • Financial Services Coordinator

    2 days ago

    Colchester, Essex, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

    About the RoleWe are seeking a highly motivated and organized individual to join our Financial Services team as a Financial Services Coordinator. This is an exciting opportunity to work in a dynamic and supportive environment, contributing to the smooth operation of our financial processes.Key ResponsibilitiesSupport the day-to-day management and ongoing...

  • Customer Service

    3 months ago

    Colchester, United Kingdom Detail London Ltd Full time

    **Job description** **Customer Service Advisor - Offline Devices** **Location**: TBC - Working From Home / Office if Local (hybrid) - **Alcove - Help us keep elderly and vulnerable people safer and better connected by using digital technology**_ We specialise in delivering connected care technology for local authorities, the NHS, housing associations and...

  • Financial Services Coordinator

    2 days ago

    Colchester, Essex, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

    About the RoleWe are seeking a highly motivated and organized individual to join our Financial Services team as a Financial Services Coordinator. This is an exciting opportunity to work in a dynamic and supportive environment, contributing to the smooth operation of our financial processes.Key ResponsibilitiesSupport the day-to-day management and ongoing...

  • Security & Planning Coordinator

    3 weeks ago

    Colchester, United Kingdom Recurrent Energy Power Services UK Full time

    Job Title: Security & Planning Coordinator Reports to: Security & Planning Manager Summary: * Ensures security and smooth operational planning for solar O&M business. * Requires detail-oriented, proactive communication with stakeholders. Responsibilities: * Remotely monitor security/CCTV cameras and log faults. * Escalate out-of-hours issues...