Out of Hours Coordinator

6 months ago


Remote, United Kingdom Fen-Bay Services Ltd Full time

**Call Out Coordinator Vacancy**

Fen-Bay Services Ltd has grown to become one of the leading providers of loading bay equipment, Industrial doors, Gates and Barriers throughout the UK and Ireland providing innovative and eco-efficient solutions.

We currently have a brilliant opportunity for an experienced Call Out Coordinator to join our growing team at Fen-Bay Services.

**Purpose of a Call-Outs Coordinator**:
The Call Out Coordinator will report to the Reactive Operations Manager. Key to the success of our operation is a knowledgeable, professional and well organised Call Outs team. Therefore, we are looking to recruit an experienced and enthusiastic individual to support our busy team and will undertake the following duties:
- **Responsibilities and Duties**:
Customers
- Deliver an excellent service delivery for both regional & key account customers
- Deliver a service that meets customer SLA’s and KPI’s
- Achieve ‘turn around’ times on jobs so they are within agreed SLA’s
- Drive AWR quality through engineers to meet customer spend criteria thresholds
- Deliver ‘first time fix’ through engineers
- Keep customer updated throughout; and deliver bad news first

Operations
- Assist Regional Support with logging and issuing call out’s
- Check engineers are following ‘Safety Absolutes’ during telephone conversations/FaceTime calls
- Check plant/equipment is correct with engineer BEFORE attending to reduce avoidable down time
- Plan work in advance based on supplier delivery dates
- Keep engineers productive by ensuring there are always ‘floating’ jobs on their vans/servicing
- Forward plan engineer resource to cover high workloads/planned holidays/peak periods
- Check all completed jobs in ‘real time’ and action accordingly
- Action ‘AWR’s immediately and/or first job following day from OOH call outs
- Promote a strong health and safety work ethic.
- Preparing Health and Safety documentation/Risk Method Statements

Financials
- Achieve monthly regional target
- Actively reduce ‘aged’ jobs to achieve agreed SLA’s and KPI’s
- Ensure ‘Van Stock’ and ‘Container Stock’ procedures are adhered to and stock replenished
- Check ‘black stock’ stored in Warehouse 2 is maximised, prior to ordering any materials externally

Reporting
- Achieve daily, weekly, monthly routines
- Update all systems in ‘real time’ for clear visibility
- Report on poor data quality and/or data issues within agreed time frames
- Report on warranty / call back / non-productive activities within agreed time frames

People (direct reports; engineers)
- Lead by example; and challenge inappropriate behaviour
- Attendance, absenteeism, performance management, HR issues
- Report any identified training needs

As Call-Outs Coordinator, you will have already gained experience in a fast-paced administration environment. You must be organised, have excellent attention to detail and able to manage your workload effectively. You must be confident to work with various IT systems. You will need to be a strong communicator in both verbal & written English and be both polite and professional to external and internal customers/colleagues. Being able to ‘think on your feet’ you will be able to use your initiative to adapt quickly to any change of situations, keeping a calm temperament. Additionally, you should be able to develop key relationships, working effectively as an individual and as well as part of the team. The ability to work to strict deadlines in a fast-paced environment is essential and an engineering background would be desirable. A role within team management would be an advantage alongside working in an engineering environment.

**What we can offer you**
- A fantastic, friendly culture that thrives on teamwork.
- Death in Service
- Income Protection
- 25 Days Holiday plus Bank Holiday
- Pension scheme.
- Birthday Voucher
- Free on-site parking.
- Free uniforms.

Competitive Salary depending upon experience

Part-time hours: 27.5 per week

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

**Benefits**:

- On-site parking

Schedule:

- Monday to Friday
- Night shift

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work remotely:

- No

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

**Benefits**:

- Company events
- Company pension
- Employee discount
- Life insurance
- Referral programme
- Work from home

Schedule:

- Night shift
- Overtime

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

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

**Language**:

- English (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Remote



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