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Customer Service Delivery Specialist

1 month ago

Nuneaton, Warwickshire, United Kingdom MES Systems Ltd Full time £38,000 - £45,000
Customer Service Delivery Specialist

We are a dynamic and expanding company seeking a highly motivated individual to join our team as a Customer Service Delivery Specialist. In this role, you will be responsible for delivering an exceptional level of service to our loyal customer base.

  • You will take ownership of controlling our database, assigning reactive jobs and planned maintenance work for engineers.
  • Carrying out quotes and up-sales for upgrade and remedial works.
  • Scheduling monthly planned maintenance visits.
  • Booking remedial work, raising purchase orders for suppliers and subcontractors.
  • Following up on quotations, reporting on engineer's findings, and producing reports.
  • Responsible for all helpdesk telephone and email queries.
  • Keeping our database and accounts system up-to-date.
  • Working towards delivering our core values: reputation, excellence, integrity, service, teamwork, and trust.
  • Building a great working relationship with colleagues, customers, and suppliers.
  • Providing attentive customer support by phone and email.
  • Supporting our three service engineers throughout the working day to ensure they have the information they need to complete their jobs efficiently.
  • Guiding, mentoring, and ensuring tasks are completed by service coordinators.
  • Taking ownership of tasks to ensure timely completion with a focus on delivering high customer satisfaction.
  • Weekly reporting of service KPIs into our company dashboard and regular updates to the operations manager/Senior Leadership Team.
  • Managing jobs requiring engineer attendance, liaising with our stores to ensure engineers have required parts, and scheduling visits with customers.
  • Accurately logging technical issues onto our ticketing system.
  • Using remote diagnostic software to service systems and diagnose faults remotely to prepare engineers.

In addition to these responsibilities, you will also perform general administration duties and cover for colleagues while assisting other departments in the business.

Salary & Benefits

This is a competitive opportunity offering a salary of £38,000-£45,000 D.O.E plus our benefits package.

  • Company vehicle.
  • Christmas bonus and summer end-of-year bonus (average £1500 p.a.).
  • Customer referral scheme and generous employee discounts (average £1k p.a.).
  • 36 days of paid holiday, including usual bank holidays, 3 days over the Christmas period, and 1 extra day of paid leave available to volunteer.
  • Social events and team-building days.
  • Ongoing regular training and investment in your development (£2k p.a.).
  • Electric car salary sacrifice scheme and Cyclescheme salary sacrifice scheme.
  • Primary health plan including Westfield rewards (£1k p.a.).
  • Company pension scheme.
  • Initial industry standards fire training (£1k) and relevant manufacturer training.
  • Death in service insurance scheme.
  • 24/7 GP, Get fit programme, mental health, financial, and legal support.
  • Progression opportunities as we continue to grow.