Service Co-ordinator

We are seeking a talented, organised Service Coordinator to join our clients established and successful business working within the FMCG industry.

The Service Co-ordinator will be facilitating and planning the scheduling of planned and reactive service calls for a team of engineers, who are working on a wide range of coffee and vending equipment in the field. The role will also include co-ordinating installation of a range of coffee machines, water coolers, and vending machines to clients. This will include allocating jobs and workloads, scheduling, completing team-related paperwork and communicating with clients, subcontractors, colleagues, managers and senior-level staff members.

The Service Co-ordinator will have solid decision-making abilities and the ability to multi-task effectively. A great attention to detail is required and the role is responsible for checking on the quality, progress, and outcome of the work carried out by the team. You will be a team player but equally happy working independently, be self-motivated and incredibly process driven. This post requires a confident individual who works well under pressure and to regular tight deadlines. The Service Co-ordinator is required to be professional and positive at all times, use integrity & initiative in order to prioritise work and pre-empt upcoming challenges and take necessary steps to overcome the problems before they arise, be able to communicate effectively, and present information clearly.

**Essential duties and responsibilities**:
Co-ordinate service calls with engineers and customers
Monitor and track the progress of service calls in the field
Produce a detailed weekly work schedule for all forthcoming installations, decommissions and Machine Logistics
To provide a high quality service to all customers and actively contribute to the overall improvement of the business.
Work diligently to ensure new clients receives a ‘Great Start’. (Right first time, every time)
Measure & report client satisfaction levels via agreed service level targets / KPI’s
Proactively identify any potential issues, overcoming them calmly and professionally resulting in successful resolutions.
Deal with any issues, complaints or potential complaints by bringing them to a satisfactory and positive conclusion immediately. (If necessary, escalating these to your line manager in a timely manner).
Ensure personal and Team KPI’s are met or exceeded and that the service delivered either meets or exceeds quality standards
Operate in a manner consistent with the company’s mission, vision and values
Willing and able to work on using own initiative.
Work collaboratively with other departments to ensure alignment and a smooth experience for our customers
Challenge areas and individuals where ‘things go wrong’ and ensure a solution is found and implemented to prevent future re-occurrence
Maintain good customer relations by adopting a pleasant manner at all times.
Attend and positively contribute to a weekly and monthly meetings
Continuously monitor installation success statistics and ensure processes are followed, highlighting any areas that require reviewing in order to ensure we consistently deliver a Great Start for our Customers
Maintain excellent relationships with all relevant suppliers and subcontractors
Continuously seek ways to improve service, performance, efficiency, profitability and effectiveness and feedback to management.

**Skills/Attributes**
A ‘can do’ attitude, using a common sense approach
Hold high standards and high expectations of self and others
Ability to communicate effectively and professionally both internally and externally
Great attention to detail
A desire to deliver exceptional customer service
Pride taken in appearance and presentation
An appetite to continually learn and develop own knowledge and skill set
A desire to input and contribute to taking this department to ‘the next level’
The ability to think ‘outside the box’
The ability to proactively identify and deliver solutions as opposed to focusing on ‘problems’ A self-starter who can work unsupervised using own initiative
The awareness to know when to ask for input or help from peers or management
The ability to demonstrate exemplary adherence to both the company mission, vision and values. The ability to work well under pressure and to remain calm and thrive in a fast paced environment

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Work Location: One location