Customer Service Operations Coordinator

1 month ago


Renfrew, United Kingdom Pertemps Glasgow Full time
Customer Service Operations Coordinator
Location: Renfrewshire
Work Arrangement: Fully Office Based
Salary: £23,600

Pertemps Glasgow is excited to present a new opportunity for a Customer Service Operations Coordinator to join the dedicated office team of a prestigious and well-established market leader.

This pivotal role will be crucial in managing and prioritizing the workload of the engineering team.


Key Responsibilities:
  • Respond to all incoming calls and effectively manage inquiries and requests from current clients.
  • Oversee and verify jobs within the system, collaborating with clients and the broader service team on any inquiries.
  • Document jobs according to the established client matrix, engaging directly with clients and the service team.
  • Address any follow-ups or escalations received, escalating as per the appropriate procedures.
  • Analyze and interrogate remote system data to identify faults, aiding in decisions regarding engineer attendance or remote call management.
  • Organize the engineering team's workload efficiently.
  • Plan and direct engineering resources to ensure customer deadlines are consistently met.
  • Keep customers informed about the status of ongoing work.
  • Assist in ensuring the team adheres to established procedures and quality standards.
  • Promote exceptional customer service, addressing any customer concerns or escalations professionally.
  • Evaluate the needs of both customers and engineers to maintain balance in a dynamic environment.
  • Notify management of issues and assist in their resolution as needed.
  • Understand customer contracts and contribute to meeting service level agreements.
  • Generate and distribute scheduled and ad-hoc reports as required by management.
  • Collaborate with engineering and maintenance teams to ensure tasks are completed and scheduled appropriately.
  • Coordinate the procurement of spare parts and the scheduling of installations.

About You:

You will be a customer-oriented professional who thrives in a fast-paced, customer-facing environment. Your primary interactions with customers will be through phone and email, allowing you to adopt a solution-focused approach to resolve issues.

You will enjoy engaging with customers to understand their needs and will be adept at recognizing trends and identifying necessary actions to address concerns.

Your role will involve coordinating the scheduling and attendance of engineer site visits, and you will be proficient in using email and Microsoft applications.

Joining a dynamic team that values professionalism and enjoyment, you will demonstrate a positive attitude and take ownership of your responsibilities.

A proactive and adaptable mindset is essential, as is a flexible approach to work.


Work Schedule:

This position operates on an average of 35.5 hours per week, following a 4-week rolling shift pattern. Various shift patterns are available, typically ranging from an earliest start time of 8 AM to the latest finish time of 8 PM, covering 7 days a week to ensure comprehensive support.

You will have a minimum of 2 days off each week, with some weeks offering 3 days off, and will only be required to work one weekend out of every 4.

This organization provides an excellent platform for career development, with opportunities for interviews and start dates available soon.


For further information, please apply online.



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