Customer Support Scheduling Specialist

3 weeks ago

Northampton, Northamptonshire, United Kingdom Ricoh Full time

We are committed to fostering diverse teams and encourage applications from all individuals.


Compensation Package:
Competitive salary, along with performance bonuses and additional company perks.
Work Schedule: 37.5 hours per week, with a requirement of 2 days in the office each week.

In response to the evolving demands of the workplace, we have developed a comprehensive range of cutting-edge, industry-leading digital services that encompass everything from Cloud and IT infrastructure solutions to process automation tools.

Our mission is to empower individuals to find fulfillment through their work. By leveraging technology, we aim to enhance the efficiency and creativity of work processes.

As our organization continues to grow, we are seeking a motivated Customer Scheduling Specialist to join our Contact Centre team.


  • Manage customer inquiries for service support by effectively scheduling technicians to address customer needs, ensuring compliance with established service levels and company protocols.
  • Take full responsibility for customer requests for technical support, from initial contact to resolution, including providing updates on response times, troubleshooting based on scheduling systems, and addressing technician inquiries, all while ensuring adherence to customer service agreements.
  • Deliver exceptional customer service to both external and internal clients by:

Offering first-level technical support utilizing the provided online knowledge bases to facilitate quick resolutions and minimize the need for technician visits.

Escalating unresolved issues to ensure timely scheduling of technician visits, thereby maintaining compliance with service level agreements.

Providing comprehensive customer service to address all inquiries, and when necessary, directing queries to other departments such as Credit Control to ensure the highest level of service and first-contact resolution.


  • Advocate for company initiatives as needed to enhance customer satisfaction and overall company performance.
  • Communicate with the Field Service Manager regarding activity metrics, including performance, response times, and customer escalations, to facilitate prompt and effective issue resolution.
  • Adhere to company policies and procedures to maintain high standards of quality and efficiency.
  • Ensure database accuracy by verifying customer information and maintaining records.

We are dedicated to ensuring that no applicant or employee is treated less favorably based on any protected characteristic, including but not limited to sex, sexual orientation, age, disability, gender reassignment, trade union membership, marital status, pregnancy and maternity, race, and religion or belief.

Our commitment to inclusion and diversity is not only a moral imperative but also a strategic advantage. Diverse perspectives and experiences drive innovation, lead to better decision-making, and enhance our understanding of customer needs.

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