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Service Coordinator

2 months ago

Frimley, Surrey, United Kingdom Alarm Communications Limited Full time
Job Title: Service Coordinator

Alarm Communications Limited is seeking a highly skilled Service Coordinator to join our team. As a Service Coordinator, you will play a crucial role in ensuring our clients receive the best possible customer experience.

Key Responsibilities:
  • Manage customer information and maintain accurate records in our cloud-based ERP system.
  • Monitor service agreements and ensure visits are carried out as per contract with the Service Manager.
  • Utilize our Asset Planning System to create pre-planned maintenance jobs and schedule visits.
  • Communicate with customers regarding scheduled visits and ensure all necessary documentation is completed and submitted in a timely manner.
  • Liaise with Engineers to coordinate visits, ensure parts are collected, and all paperwork is completed and submitted to the client.
  • Review Engineer paperwork, identify areas for improvement, and escalate any urgent non-conformities or system failures to the relevant manager.
  • Manage incoming calls and emails from key clients in a professional and friendly manner.
  • Build relationships of trust through open and honest communication with clients, suppliers, and colleagues.
  • Resolve product or service problems by clarifying the customer's complaint, determining the cause, and selecting the best solution.
  • Raise and issue Purchase Orders and Works Orders to approved suppliers and subcontractors.
  • Review and process expenses and timesheets for the engineering team each month.
  • Issue documentation to clients, including service records, certificates, and invoices.
Requirements:
  • Proven customer support experience.
  • Strong phone contact handling skills and active listening.
  • Familiarity with Windows software systems and practices.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills, with a keen eye for detail.
  • Ability to multi-task, prioritize, and manage time effectively.
Benefits:
  • Basic Salary – up to £25,000 per annum subject to experience.
  • Company performance-related bonus.
  • Pension Scheme.
  • Life Assurance 4x Salary.
  • 22 Days Paid Holidays plus Bank Holidays.
  • Additional Day holiday for each full year of completed service (up to 25 days).
  • Paid Candidate Referral Scheme – up to £1,000 per referral, unlimited referrals.
  • Mental Health & Well-being Scheme.
  • Employee Recognition Scheme.
  • Development and progression opportunities.