Customer Support Desk Coordinator

4 months ago

Doncaster, United Kingdom Green Spark Full time

At Green Spark we are growing rapidly and need to increase numbers in our team of Customer Support Desk Co-ordinators. We specialise in bespoke pollution prevention, drainage and environmental services with blue chip, multi-site organisations, particularly contract logistics, warehousing and FM providers. We fix, audit, report, recommend and manage works to support our client's operations and compliance.

The Customer Support Desk Co-ordinator role is the first point of contact into Green Spark and to ensure the customer receives a professional, friendly, and consistently high-quality service response.

One of the primary functions is to gather information, questioning and listening and capturing details to be able to make decisions on appropriate responses to client requests for reactive call outs, short term works or enquiries about any future work. At all times ensuring all contacts are accurately logged and loaded onto the CRM system.

Calls will be answered in a timely manner, always remaining professional and knowing when to escalate queries if necessary. Ensuring each call is managed from the start, taking ownership, following up, chasing any outstanding actions through to reporting, invoicing, and closing of a job.

You’ll be acting as the central liaison point between customer and engineer, scheduling engineers to jobs dealing with any parts and materials needed and continuously being in the know about how a job is progressing.

You’ll be required to review and update any required risk assessments and method statements but importantly seeking support where required.

The Customer Support Desk operates 7 days a week, this is a part time role so you’ll need to be fully flexible in the shifts that you work they will usually be on a Monday and Friday or a Saturday/Sunday. This means working earlies, and lates up to 8pm and weekends (from home). As a part of the team, you will also be included in the overnight on call rota which operates when there is no manned Customer Support Desk.

Key Responsibilites
- Ability to ask questions of the customer to assess root cause of an issue and other relevant information to be able to inform the attending engineer with precision the location and requirement of the work to be done, drilling down to understand the precise works required.
- Taking ownership of calls through to completion
- Triage enquiries for works to enable accurate assessment for allocation to the right department for follow up action. Be able to handover any relevant work to the appropriate team member and understand any sales opportunities.
- Recording in detail inbound enquiries and requests, ensuring that the relevant information is logged with speed and accuracy onto our CRM system.
- Rapid response and continually updating systems and contacting clients with job status throughout your shifts.

Ensuring all relevant documentation is attached to the calls and logs so they can be invoiced timely and accurately with up-to-date notes on the system.

Daily monitoring of all outstanding and overdue reactive and quoted jobs, progressing all calls through to completion.

Competently use the CRM system and provide general administrative support service to the Account Management teams.
- Act as the key point of liaison between the customer and the engineer on site.
- Following up with clients and account management team to ensure full resolution of any issues.
- Working to tight deadlines and targets provided by management in accordance with contract requirements.
- A positive approach to ad-hoc duties as requested by the Customer Support Desk Manager.
- Able to collate and deliver a summary of works and being able to handover to your relevant colleagues creating a smooth handover daily.
- Adherence to all company standards including health and safety, quality, and environmental management systems.
- With the appropriate training the ability to create reports and quote for planned and reactive work

Essential Skills
- The ability to find solutions by thinking and working independently
- Able to use own judgement to decide when escalation is necessary
- Excellent time management and organisational skills
- Clear, concise communication skills
- Proven work experience as an FM Help Desk Operative
- Strong computer skills and a technical understanding. Working on the internal system and Clients’ systems
- Customer
- service orientated with a problem-solving attitude
- Excellent written and verbal communication skills
- Self-motivated and systematic
- Proven ability to work as part of a team and from a flexible working environment
- Ability to multi-task and manage problems simultaneously.
- A high level of organisation and professionalism
- Experience with Good Customer Service Skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
- Be courteous when handling and resolving complaints.

You will have an advanced knowledge of MS Outlook,

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