Service Co-ordinator

4 weeks ago


Manchester, United Kingdom Adecco Full time

Service Coordinator - Manchester

Are you a Coordinator looking for a new opportunity? Do you have strong Customer Service Skills? If so this role could be the one for you

The service co-ordination team is the front-line customer interface for the Customer Services Field Service Department and plays a key role in ensuring contractual service obligations are met as well as providing immediate response service to customers with breakdown, repair, or service needs.

The Service Co-ordinator allocates and control's the Field Service (FS) engineer's workload and oversees their daily activities to support the customer and the Field Service (FS) teams.

Key responsibilities as follows:

- Direct customer contact for "first line contact" to receive customers service requests.
- Maintaining a telephone pick up rate defined by the business and documented in an SLA.
- Call logging all contract calls received etc.
- Creating a service ticket in the designated ticketing system.
- Planning resources for daily FS customer requests and meeting the customers SLA's.
- Ensuring all required spare parts, test equipment's and travel arrangements are synchronized with the FSE Dispatch.
- Provide customer with timely feedback on FSE availability and estimated on site arrival time.
- Coordinates customer preparation as well as 3rd party involvement.
- Planning for all preventive maintenance events according to contract criteria.
- Ensuring the compliance with the relevant KPI targets.
- Monitors and manages FS conflicts and escalates FS issues as required.
- Escalate issues to the applicable Manager according to defined parameters.
- Ensures a high quality standard of the ticket & customer data base entries.
- Monitor customer satisfaction requirements.

Key competencies:

- Excellent interpersonal skills, in particular telephone skills, are essential.
- Excellent communication skills with the ability to communicate with managers and customers.
- Exceptional organisational skills with the ability to prioritise tasks.
- An understanding, appreciation and experience of providing high level customer service.
- An ability to be innovative and address problems with creative solutions.
- The ability to work within a team or on own initiative in a high pressured environment.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

To speak to a recruitment expert please contact Carl Evans



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