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Service Office Team Member

2 months ago

Woodbridge, Suffolk, United Kingdom Reed Full time
Job Description

We are seeking a highly organized and customer-focused Service Coordinator to join our team at Reed. As a key member of our Service Office team, you will play a crucial role in delivering exceptional customer service and ensuring smooth operations.

Key Responsibilities:
  • Customer Service: Provide prompt and courteous responses to customer inquiries, directing calls to the appropriate party and ensuring customer satisfaction.
  • Service Coordination: Log all services, breakdowns, and installations on our system, scheduling engineer visits and communicating arrangements or changes to customers and engineers.
  • Communication: Respond to customer inquiries via phone or email regarding the status of jobs, and inform customers about our services and contract options.
  • Part Management: Order parts on behalf of engineers or customers, keeping all parties updated on the status of ordered parts.
  • Job Management: Handle customer queries about the status of assigned jobs, manage the re-booking process for follow-up engineer visits, and compile quotes for chargeable work.
  • Quality Assurance: Ensure jobs are accurately closed, allowing for prompt issuance of work reports, inspection sheets, and invoices, and address any discrepancies with engineers.
  • Escalation: Escalate customer concerns or complaints to your line manager.
Requirements:
  • Organizational Skills: Strong organizational and coordination skills to manage multiple tasks and priorities.
  • Customer Service Orientation: Excellent customer service orientation with a polite and professional telephone manner.
  • Communication Skills: Good communication skills, both written and verbal, to effectively communicate with customers and engineers.
  • Adaptability: Willingness to undergo training and adapt to company procedures.
  • Technical Skills: Proficiency in IT systems, with the ability to learn company-specific software.
Benefits:
  • Competitive Pay: Competitive pay structure with overtime opportunities.
  • Pension Scheme: Salary Exchange pension scheme.
  • Holidays: 24 days holiday plus bank holidays per year.
  • Employee Assistance Programme: Employee Assistance Programme offering free counselling sessions and 24-hour advice and support for various issues.
  • Casual Dress Code: Casual dress code.
  • Free Parking: Free and on-site parking.
  • No Weekend Work: No weekend work required.