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Customer Service Operations Coordinator

2 months ago

Manchester, United Kingdom Johnson Controls International Full time

Role Overview

As a Customer Service Operations Coordinator, your primary responsibility will be to oversee the scheduling of routine service appointments, dispatching technicians, managing the schedules of engineers, completing necessary permits, and handling various administrative tasks.

What We Provide

  • Competitive compensation package
  • Paid time off and sick leave
  • Comprehensive benefits including retirement plans, life insurance, employee support programs, referral bonuses, and discounts on a variety of products
  • Extensive training and development opportunities with access to exceptional resources
  • Supportive and collaborative team culture
  • Opportunities for career advancement through structured pathways
  • Commitment to safety through our Zero Harm initiative
  • Access to employee resource groups
  • Training aligned with our corporate values

Key Responsibilities

  • Coordinate scheduled maintenance and urgent service requests for a team of technicians
  • Complete essential documentation such as permits to facilitate service operations
  • Navigate multiple customer management systems
  • Serve as a primary contact for dedicated national clients
  • Manage engineer schedules, including rescheduling to accommodate absences or urgent needs
  • Deliver exceptional customer service via phone and email for planning and administrative inquiries from both internal and external stakeholders
  • Collaborate with service managers to optimize engineer productivity
  • Work alongside departments such as Sales, Billing, Facilities Management, and Subcontractors to ensure a high standard of customer service
  • Report to the Planning Team Manager and mentors to ensure individual and team performance metrics are achieved

Qualifications

Essential Skills

  • Proven customer service experience and skills
  • Excellent written and verbal communication abilities
  • Capacity to manage multiple tasks effectively in a fast-paced environment
  • Proficiency in computer applications with the ability to operate several programs simultaneously
  • Strong sense of urgency, attention to detail, and follow-through capabilities
  • Effective decision-making and problem-solving skills
  • Strong organizational abilities

Preferred Qualifications

  • Familiarity with GANTT-based planning and dispatch software is advantageous
  • Previous experience in planning or scheduling within a service context is preferred