Customer Service Coordinator

3 days ago

ChesterleStreet, Durham, United Kingdom OCS Full time

Job Title: Customer Service Coordinator

Job Reference: /AR/23-07/1232/22/RP

Location: London

Salary: Competitive

Hours per week: Monday to Friday - 08:00 - 16:00

Role Overview

Specialist Window Cleaning (SWC), part of the OCS Group, is seeking a skilled professional to join our team in London. As a Customer Service Coordinator, you will play a vital role in ensuring the efficient delivery of PPM, ad-hoc, and specialist cleaning services.

Key Responsibilities:

  • Manage the SWC helpdesk via phone calls and email during operational hours.
  • Support regional operations teams by directing queries and complaints to the correct region and diverting information back to the client/supplier.
  • Utilize business systems, including Outlook, Teams, in-house management tools, and customer systems.
  • Share sign-offs/completion reports for all contracts with clients when requested.
  • Maintain databases of works, including PPM planners, works lists, etc.
  • Book works with site/contacts, raise permits, and complete pre-site forms as necessary.
  • Order consumables and equipment for all regions.
  • Log quotations raised by the team and ensure all works to be billed have PO numbers logged on the correct documents for billing.
  • Provide accurate and regular reports to management on client performance.
  • Maintain high performance levels for service-related processes and implement improvement activities as needed.
  • Ensure adherence to SWC and client systems, policies, and procedures.
  • Maintain records of RAMs, schedules, training certificates, and H&S records via Teams and shared platforms.
  • Take ownership of customer complaints, coordinate with resolution parties, and establish effective communication between stakeholders.
  • Develop in-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.

About You:

  • You must have the right to work in the UK.
  • You will have the ability to communicate with people of all levels, including clients and internal contacts.
  • You will need to prioritize tasks effectively and work well on your own, be self-sufficient, and motivated, while also being comfortable working as part of a team and following instruction.
  • You must be IT literate, including Microsoft Office programs.
  • You will need excellent organizational, planning, and time management skills to ensure all queries are actioned within a reasonable time frame.

Benefits:

  • Informal hybrid/flexible working arrangements.
  • 25 days holiday + bank holidays.
  • Free fruit in our offices.
  • Employee Referral Scheme.
  • Wide range of retail discounts.
  • Regular social and charity events are held in our offices.
  • Get involved in charity events in the local community.

Wellbeing:

  • Discounted gym membership.
  • Eye test £25 voucher and up to £100 towards glasses.
  • Join our Cycle to Work scheme via salary sacrifice.
  • Access to "CHROMA", our internal colleague-led diversity and inclusion community.
  • Access to internal Mental Health First Aiders.

Career development and recognition:

  • Immediate access to "Opportunity", our internal Learning and Development platform.
  • Required professional membership fees paid for.
  • Opportunity to win monthly Superstar Awards.
  • Long service awards.

How to apply

If you are interested in joining a business that encourages professional development, career progression, and the chance to work with inspirational people, please click apply.

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500 (T&Cs apply)

https://b/form/f3343c912a8643b69cfdc89dc2bbba8f

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