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Customer Service Coordinator
2 months ago
We are seeking a highly organized and customer-focused Helpdesk Administrator to join our team at OCS. As a key member of our operations team, you will be responsible for managing our helpdesk, ensuring the efficient delivery of services to our clients.
Key Responsibilities- Helpdesk Management: Manage the helpdesk via phone calls and email, directing queries and complaints to the correct region and diverting information back to the client/supplier.
- Support to Regional Operations Teams: Provide support to regional operations teams by using all business systems, including Outlook, Teams, and in-house management tools.
- Contract Management: Share sign-offs/completion reports for all contracts to clients when requested, and maintain databases of works, including PPM planners and works lists.
- Booking and Scheduling: Book in works with site/contacts, raise permits, and complete pre-site forms where necessary.
- Inventory Management: Order consumables and equipment for all regions.
- Quotation and Billing: Log quotations raised by the team and ensure all works to be billed have PO numbers which are logged on the correct documents for billing.
- Reporting and Analysis: Provide accurate and regular reports to management on client performance, and maintain high performance levels for service-related processes.
- Compliance and Governance: Ensure all SWC and client systems, policies, and procedures are adhered to, and maintain records of RAMs, schedules, training certificates, and H&S records.
- Customer Complaints: Take ownership of customer complaints, coordinate with resolution parties, and establish effective communication between stakeholders.
- Communication Skills: Ability to communicate with people of all levels, including clients and internal contacts.
- Problem-Solving: Ability to prioritize tasks effectively and work well under pressure.
- IT Literacy: Proficiency in Microsoft Office programs and ability to learn new systems.
- Organizational Skills: Excellent organizational, planning, and time management skills to ensure all queries are actioned within a reasonable time frame.
- Flexible Working: Informal hybrid/flexible working arrangements.
- Holiday Entitlement: 25 days holiday + bank holidays.
- Wellbeing: Discounted gym membership, eye test voucher, and access to mental health first aiders.
- Career Development: Access to internal learning and development platform, professional membership fees paid for, and opportunity to win monthly awards.
