Service Coordinator

7 months ago

Oldham, United Kingdom Amberstone Security Full time

**Detailed job description
**Overall purpose**:
Amberstone provides integrated security solutions through the provision of technology products and manned guarding resources. Our security solutions bridge the gap through the provision of risk based integrated security solutions, deployed through our unique Amberstone Risk Modelling tool. Products combine to provide a best return on investment made by our varied client base, with Amberstone sharing strategic best practise wherever possible to the benefit of all clients, reducing risk and costs wherever possible. Amberstone security solutions provide a best return on investment when integrated together.

**Main duties / key responsibilities**:
Ensure Scheduling and compliance of all Service works of all Systems across a large customer base within your Region. The Service Coordinator will assist the Regional Service Manager, Account Managers and Service Desk Manager in delivering exceptional performance and excellent customer service. Providing a high level of completion of calls to meet SLAs.

**The key areas of delivery are**:
Plan and organise routine, preventative maintenance visits to meet schedules and SLAs and to maximise productivity of Engineers and to reduce lost time and re-work. This will include but is not limited to: replenishing van stock daily on time for engineers

schedule the work of engineers to maximise efficiency, reduce travelling time, prevent cross overs and out of area working. Follow up if engineer on site longer than 1 hour.

respond to calls from Engineers within 30 minutes

parts to be ordered for next day

deliveries to be checked before engineers sent

further actions to be completed first thing the following day

communicate all delays or failures to the Service Desk Manager to inform customer

input notes into management system including actions taken

Provide effective communication to internal customers to ensure all parties have the information they need in a clear format and timely manner.

Ensure customer queries are dealt with in a timely manner and compliant to customer SLAs.

Assist the Service desk in case of sickness, leave or resource problems.

Report security events or potential events or other security risks to the organisation and protect assets from unauthorised access, disclosure, modification, destruction or interference.

Adhere to company policy in relation to Health & Safety and Equal Opportunities and complies with all policies and procedures as laid out in the current company handbook, with particular emphasis on the protection of sensitive customer information.

**Mission, core values & competencies**: embracing the company’s core values and principles in order to achieve the overall mission of the organisation. Take personal responsibility for own career development by continually assessing and adjusting personal performance and behaviour against the objectives agreed in your Amberstone Colleague Development Plan.

**Internal relations**:It is critical that the individual has comprehensively good working internal relationships with team members and respective departments and communicate and support the company ethos effectively, whilst making sure best practice is followed. These progressive relationships will be based on a can-do attitude with a positive thoughtful style in ensuring effective communication is carried out throughout the business, always ensuring that client service remains at the centre of what we do.

**Additional information**: Other duties may be assigned as per the needs of the business. This role is office based

**Equality & Diversity
Amberstone Technology values the diverse skills and experience of its employees and is committed to achieving equality of treatment for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes and abilities. Amberstone Technology is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through good equalities and diversity leadership and management.

**Person requirements**

**Education / Qualifications / Training required**:
Essential:
Good level of general education

Desirable:
**Knowledge and expertise**:
Essential:
Proven record of working accurately to meet SLAs successfully

Good level of computer literacy - using Word, Excel, PowerPoint, Outlook etc.

Desirable:
**Personal skills/behaviours/qualities**:
Essential:
Knowledgeable on the Loss Prevention marketplace, strong interpersonal and communication skills, goal/results orientated, exceptional customer centric relationship-oriented approach, self-motivated, approachable and confident, ability to prioritise, consultative approach, attention to detail and supportive.

Be an ambassador for Amberstone Security always, displaying quality and excellence in all dealings with external and internal customers and suppliers.

Customer focu

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