Customer Service Coordinator

Service Excellence Champion

**Department**: Service

**Reports to**:General Manager of Operations

**Direct Reports**:None

**Contract Type**:Permanent, Full-Time

**Working Hours**: Monday to Friday - 8.45am - 5.15pm

**Overview**

The Service Excellence Champion’s responsibility is to deliver Service Excellence to our customers. They will be responsible for using Roast & Ground and partner suppliers’ resource to meet our customer SLAs in the areas of preventative maintenance, call-outs, operated accounts, hygiene and ad hoc customer and sales team requests. They will instruct the team responsible for service delivery, ensuring that they have the tools and support they need for the task. Meeting our SLAs, operating in line with our Consider It Done commitments, operational efficiency and customer satisfaction levels are key measurables for this role.

**Key Areas Include**:
1. Preventative Maintenance & Call-outs

2. Co-ordinate Installations

3. Operated Accounts & Hygiene Service

4. Stock Usage Control

5. Service Excellence

6. Process Improvement

7. Sales Team Support

8. Compliance

9. H & S

10. KPIs

**Key Responsibilities**:
1. **Preventative Maintenance & Call-outs - **Receive, allocate, record, monitor and close down scheduled and emergency service jobs using our Clik Service Management Programme and in accordance with company processes and SLAs.

2. **Co-ordinate Installations - **Co-ordinate the customer installation process. Utilise company tools including Service Management Programme and Project Management Tools to keep the wider team informed of progress.

3. **Operated Accounts & Hygiene Service - **Manage the delivery of the operated account service and hygiene visits to customers.

4. **Stock Usage Control -** Ensure that parts and other stock usage is accurately reported to enable the efficient functioning of the purchasing and stock control function.

5. **Service Excellence - **Ensure work procedures are identified, agreed, briefed, audited and reported on to an agreed standard.

6. **Process Improvement -** Assist General Manager of Operations in developing initiatives that will help monitor and improve product/service quality and reduce call-outs on an on-going basis. Ensure Consider It Done reflects the latest operational processes.

7. **Sales Team Support - **Support the sales team by providing resource to attend customer meetings when required, with tastings, coffee changes and other ad hoc requests.

8. **Compliance** - Ensure compliance with industry regulations, standards, AVA best practices as well as agreed company Policies and Procedures identified within Consider It Done.

9. **H&S** - Ensure the function operates safely in all areas and in accordance with regulatory and best practice.

10. **KPIs** - Tracking and reporting to include time to site, % remotely cleared calls, first time fix rate, % engineer ‘work’ time, customer feedback, machine delivery to installation time.

**Your Skills and Experience**
- Industry experience is ideal, otherwise experience working on a service desk delivering customer support of a similar nature.
- Proficient in the use of a service management programme such as Clik and comfortable using a CRM.
- Great administrative skills, good numeracy.
- Currently working in a busy environment where a calm approach, ability to prioritise and multi-tasking are required.
- Flexible and adaptable to respond to customer needs.
- Full understanding and respect for all company processes and notably processes relating to Health & Safety, both internally and for Engineers on site.

**Your Competencies**
- Organised
- Calm
- Meet deadlines
- Customer focussed
- Collaboration

**Your Values**
- Integrity
- Accountability
- Communication
- Team Player
- ‘Can Do’ attitude

**Why You’ll Love Working With Us**:
We offer a supportive environment where you’ll have a high level of autonomy and a strong, collaborative team behind you. This is an exciting role in a growing company with plenty of room for personal and professional development. Based locally in Chessington, we can offer a part or full time role, free on-site parking and regular team socials to foster a friendly, inclusive workplace culture.

You’ll have opportunities for growth with in-house and external training, allowing you to expand your skill set and progress with us. If you’re looking to make an impact in a role that values your contributions, provides variety, and supports your career, we’d love to hear from you.

**Ready to Apply?**

Pay: £33,000.00-£35,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Sick pay

Schedule:

- Day shift
- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Chessington: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 2 years (required)
- CRM software: 1 year (r