Service Centre Coordinator

5 days ago

Northampton, Northamptonshire, United Kingdom Wickes Building Supplies Limited Full time
Job Description

We are seeking a highly skilled Service Centre Coordinator to join our Corrective Action Team on a fixed-term contract. As a key member of our team, you will play a crucial part in supporting our DIFM (Do It For Me) proposition by facilitating communication between internal and external customers, third-party suppliers, our stores, and distribution teams to ensure seamless execution of installation service requests.

Key Responsibilities:
  • Maintain Communication with internal and external stakeholders throughout the order and installation process to ensure they are fully informed of the customer and installer journeys.
  • Allocate Orders in a timely manner to meet defined targets and provide advice about completion of work.
  • Ensure Installer Details are provided with all relevant details at allocation stage and that any instructions are issued in a timely manner.
  • Liaise with Colleagues and stakeholders at key points in the process to ensure there are no delays and that the proposed completion dates are met.
  • Invoke Supplier Escalation process at the appropriate point to maintain pressure on internal customers, third-party suppliers, our store network, and distribution teams in order to deliver on time.
  • Maintain Accurate Records including input to the central database functions.
  • Process Requests to amend or cancel required works as deemed appropriate.
  • Attend Service Review Meetings focused on continuous improvement across the department.
  • Track Installations and report progress to management, producing timelines as required.
  • Resolve Customer Queries relating to any payments, order progression, or remedials.
  • Maintain Quality Documents as required, identifying where processes may need to be reviewed.
  • Respond to Contacts and work queues to meet individual targets and departmental service level agreements.
  • Minimise Delays in resolutions for any requests and work queues; seek assistance from internal and external stakeholders if necessary to achieve a speedier resolution.
  • Ensure Accuracy of all payments, deductions, and work queues.
  • Use Installer Compliance Reports to ensure accuracy of work allocation.
  • Provide Management Reports to support the development of the installer and customer journeys.
  • Take Ownership of own work streams and ensure service standards and SLAs are upheld, whilst providing insight into the continual development of the service.
Requirements:
  • Experience of working within the Services Sector during the last 18 months or within a similar role.
  • Proven Track Record of working in the delivery of high-quality customer service.
  • Ability to Work Collaboratively in a fast-changing and flexible environment.
  • Working Across Teams and understanding a variety of roles and responsibilities.
  • Delivers Results Consistently.
  • Strong Communication Skills and the ability to communicate with a range of internal and external stakeholders.
  • Excellent Planning and Organisation Skills and the ability to prioritise and complete multiple tasks to agreed timescales.
  • Ability to Work Quickly with excellent attention to detail, a high level of accuracy, and a methodical approach, even under pressure.

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