Customer Support Co-ordinator

About us

Evotech Technical Services, part of the Evotech Group are one of the country's leading providers of technical maintenance solutions and compliance services. At our core is our technical expertise – allowing us to offer specialist solutions that are over 20 years in the making.

Our purpose is clear: we help clients maintain their buildings, enhance working environments, and cut operational costs. By tapping into cutting-edge technology and innovation, we are able to deliver value for our clients' property portfolios. We're standing strong with a growing national team of dedicated employees who provide high quality services to our clients within the retail, healthcare, education, industrial and commercial sectors.

At the core of our business is the Customer Support team — the first point of contact for our clients. This team is responsible for progressing, managing, and monitoring both reactive faults and planned maintenance activities, all in alignment with our clients' service level agreements. From job inception through to completion, they ensure every task is handled with precision and care.

By consistently delivering a high standard of customer service, the team ensures that the client experience remains paramount, fostering trust and long-term relationships.

About the Role

Based in our Elland Head Office, this new role is required to maintain great working relationships with our current customer, support our growth ambitions and will form part of our established customer support team. This role will report to the Helpdesk Manager.

Primarily the role will entail:

• Being first point of contact for our current customers
• Raising, monitoring and following through to completion – reactive and planned jobs
• Scheduling, planning and monitoring jobs assigned to our in-house engineers
• Monitoring customer Service Level Agreements and ensuring all works are completed within the deadlines
• Raising customer quotations following pre-defined approval routes and ensuring works are completed on time
• Raising both reactive and planned Purchase Orders for works undertaken by our sub-contractors
• Raising supplier purchase orders for parts and materials required to complete jobs
• Liaise with our in-house engineers, suppliers and sub-contractors to gain updates on jobs and ensure all compliance documentation is gained and filed on appropriate systems
• Receive and respond to inbound calls and emails from customers and in-house team members
• Continually review and update customer data held within our customer portals ensuring timely updates are completed and all compliance documentation is loaded on to these portals
• Monitoring of weekly timesheets from in-house engineers. Supporting the Finance Co-ordinator in costing individual jobs and raising invoices to customers

What you will need to succeed in this role:

Essential:

• Previous experience working in a customer focused environment
• Previous experience working in an administrative capacity
• Excellent attention to detail and ability to remain focused to ensure accuracy at all times
• Excellent customer service skills – both verbal and written
• Excellent team player and have the ability to multi task
• Have a "can do" attitude
• Strong computer skills including Microsoft 365

Desirable:

• Process driven mindset
• Previous experience working in a Helpdesk environment
• An understanding of building maintenance service company or similar environment
• Previous experience in working with a CAFM system

What we can offer you :

• Starting salary from £28,000 – dependent upon experience
• 25 days holiday plus bank holidays
• Company pension, sick pay and life assurance
• Employee wellbeing scheme
• Training and development opportunities to support personal and professional development
• A friendly, professional and positive working environment
• Flexible working arrangements can be considered
• Being part of a team that is central to the growth and sustainability of the company

This is a permanent position - Monday to Friday – 08.00 – 17.00 – 40 hours per week

Applications

Please send your CV, along with a brief summary of why you think this role would be a good fit for you to: Evotech, Unit 3B Lowfields Close, Lowfields Business Park, Elland HX5 9DX.

Evotech is an equal opportunities employer.

We welcome applications from ex-service personnel, armed forces reservists and their families.

Job Type: Full-time

Pay: From £28,000.00 per year

Work Location: In person