Reactive Coordinator

**The Company**

**Job Role**
- To manage the effective day to day reactive maintenance callouts, planning and managing engineer’s diaries for reactive works.
- Respond to inbound and initiate outbound customer correspondence.
- Provide customers with assistance to guide them through their needs as required so that you can provide a solution to enable their fault to be rectified by our engineer either over the telephone or on a callout. Ensuring that the customers background and previous recommendations have been considered and advice accordingly.
- Ensure that the engineer has been provided with all the information required to carry out the works required, liaising with our stock coordinator to provide any parts and materials as needed.
- Have full knowledge of our engineer’s work abilities and specialities to be able to assist in the organisation and planning of reactive maintenance engineer’s diaries.
- To develop and build customer relationships ensuring the highest professional standards are always achieved promoting excellent customer experience.
- Reviewing the engineer’s completed works undertaken on our CRM software to raise and send customer invoices as required and quoted. Making sure our CRM software is up to date and detailed for works completed or recommended to ensure efficiency for future correspondence.
- Ensure any recommendations or further action works informed by the engineer’s are raised on our CRM software, quotes sent where relevant or passed onto the relevant person. Where you have quoted and advised the customer, following this up with the customer if not heard back.
- Receive customer payments over the phone and allocate them marking as paid on accounting software.
- To manage the CRM software call log ensuring that all reactive calls are dealt with effectively and in a timely manner.
- Have knowledge of the levels of maintenance contracts provided, to assist in classifying the callouts accordingly.
- Working with the Contract and Maintenance Planning Supervisor to bring together PPM planned preventative maintenance delivery visits and callouts where we can, streamlining engineer attendance increasing efficiency and customer experience.

Skills, knowledge, and qualities required.
- Excellent customer service skills
- Strong communication skills
- Ability to prioritise
- Focused and highly organised
- Good knowledge of word processing, spreadsheets and other productivity software tools

Schedule: Monday to Friday 9am to 5pm - 7 hour shift

Location: Penarth office

Salary range: £19,000 to £22,000

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

**Salary**: £19,000.00-£22,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Performance bonus

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Customer service: 1 year (required)
- Administrative experience: 1 year (required)

**Language**:

- English (required)

Work Location: In person

Reference ID: SECURITYREACTIVE