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Service Desk Coordinator
2 months ago
Job Summary
Pertemps Network Group is seeking a highly organized and customer-focused Service Desk Coordinator to join our team. As a key member of our service delivery team, you will play a vital role in ensuring the smooth operation of our client's service desk.
Key Responsibilities
- Manage Incoming Queries: Respond to all incoming calls and manage queries and requests from existing customers in a timely and professional manner.
- Job Scheduling: Monitor and check jobs from the system, liaising with clients and the wider service team on any queries or issues.
- Log Jobs: Log jobs as per the agreed client matrix, liaising with clients directly and the service team to ensure accurate and efficient processing.
- Chase and Escalate: Handle any chases or escalations received and escalate as per the appropriate process to ensure timely resolution.
- Triage and Diagnosis: Triage and interrogate remote system data to diagnose faults and support decisions on engineer attendance or remote call management.
- Workload Management: Organize the workload of the engineering team, ensuring that customer deadlines are met and that the team is working efficiently.
- Customer Communication: Ensure that customers are kept updated on the progress of outstanding works, providing regular communication and status updates.
- Quality and Compliance: Assist in ensuring that the team follows established procedures and quality standards, promoting a culture of excellence and compliance.
- Customer Service: Promote positive customer service, dealing with any customer concerns or escalations in a professional and courteous manner.
- Issue Resolution: Alert management on issues and assist as required in the resolution of such matters, ensuring that customer issues are resolved promptly and efficiently.
- Contract Management: Understand customer contracts and assist in delivering to service level agreements, ensuring that customer expectations are met.
- Reporting and Analysis: Run and distribute scheduled and ad-hoc reporting as per contract/management requirements, providing valuable insights and analysis to inform business decisions.
- Team Collaboration: Work with engineering and maintenance teams to ensure that workload is completed and works are scheduled and actioned as required, promoting a collaborative and supportive team environment.
- Procurement and Scheduling: Coordinate spares and parts procurement and scheduling of fitting, ensuring that the necessary resources are available to meet customer needs.
About You
- Customer Service Experience: Proven experience in customer service/contact centre environments, with a strong focus on delivering excellent customer service.
- Scheduling Experience: Experience in scheduling orders/deliveries/engineers/visits, with a strong understanding of the importance of timely and efficient scheduling.
- Customer Focus: A customer-focused approach, with a strong ability to understand and meet customer needs.
- Technical Skills: Proficiency in Microsoft packages, with a strong ability to use technology to support customer service and scheduling activities.
- Positive Attitude: A positive attitude and ability to take ownership/responsibility of your own work, with a strong commitment to delivering excellent results.
Working Pattern
The role will operate as 35.5 hours a week on average over a 4-week rolling rota of shifts. Various shift patterns are available, operating between 8am and 8pm, across 7 days of the week to ensure cover. You will have a minimum of 2 days off each week (some weeks 3 days off) and will only work one weekend out of every 4.
