Service Coordinator

3 months ago

Bury, United Kingdom E.ON Control Solutions Full time

This role requires the successful individual to provide an end-to-end service administration and coordination role ensuring the work streams for each of our Key National Account Customers meet their requirements. Timely, accurate administration of each required process flow, that will vary for each customer & CAFM system, to ensure we deliver our contractual Service Level Agreements from receiving the initial call request though to final invoice and work closure.

**Main responsiblities**:

- Professional Customer & Client Focus
- Setting up and ownership of our Focal Point and VX Work Streams
Co-ordination of Regional and Local Engineering VX Schedules
- Developing and monitoring accurate and timely PPM Schedules and diaries
- Quotation repository onto customer Computer Aided Facility Management systems
Invoice and Invoice management including regional chases and escalations
- First time debt chases and Coordination with Finance and Credit Control Teams
- Ability to use different client Computer Aided Facility Management (CAFM) systems
- Assist Contract and Account Managers with reporting requirements
- Raising and Management of Supplier Purchase Orders
- Liaising directly with customer support in the Bureau to ensure efficient job logging and updates are recorded.
- Liasing directly with engineers on site to ensure correct procedures are being followed.
- First review of engineers' reports and forwarding to quote manager if required or sending direct to customer.
- Accountability for managing own workload and assisting others as demands dictate.

ESSENTIAL
- Flexible work outlook as work can be varied to meet specific customer demands
- Good problem-solving mindset in respect to solving problems and meeting customer SLA's
- Excellent written and verbal communication skills
- Ability to work in an environment where customer demands can and do cause priority conflicts
- Excellent working knowledge of MS Office suite of tools especially Outlook, Excel, and Word
- Accountability for managing own workload and assisting others as demands dictate

**ESSENTIAL**
- Flexible work outlook as work can be varied to meet specific customer demands
- Good problem-solving mindset in respect to solving problems and meeting customer SLA's
- Excellent written and verbal communication skills
- Ability to work in an environment where customer demands can and do cause priority conflicts
- Excellent working knowledge of MS Office suite of tools especially Outlook, Excel, and Word
- Accountability for managing own workload and assisting others as demands dictate

**DESIRABLE BUT NOT ESSENTIAL**
- Previous Experience of CAFM systems
- Experience of first line management of customer expectations
- Intermediate Financial Awareness of Profit Margins, Sales, and Cost Budget impact and control
- Basic knowledge of HVAC Building Management Systems and Controls

**KPI's**
- Ensuring correct information is on job tickets for engineers e.g. Job description, Finance Numbers
- KPI's specific to client’s account
- Minimise deferred costs on works by checking engineers have submitted reports after visits and invoicing the customer. Chasing engineers for paperwork where needed.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Work from home

Ability to commute/relocate:

- Bury: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 2 years (preferred)
- Administrative experience: 1 year (required)

**Language**:

- English (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: ECS/RR/00419

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