Customer Service and Operations Coordinator

**Herts Plumbing and Heating Solutions Ltd**

Hours: Monday - Friday, 9am - 6pm

Full Time

Working From Home

**About Us**:
At Herts Plumbing and Heating Solutions Ltd, we are dedicated to delivering exceptional service in safety and reactive maintenance for some of the UK’s leading property management firms in London. Our commitment to customer service excellence is the cornerstone of our operations.

**Role Overview**:
As a Customer Service and Operations Coordinator, you will play a pivotal role in ensuring the seamless execution of our projects, from initiation to completion. You will be responsible for prioritising customer satisfaction and effectively coordinating with estate agents, landlords, tenants, and other private entities. Your role will involve liaising with engineers, managing schedules, and providing accurate information to facilitate efficient job execution. Additionally, you will support the Finance team with invoicing, credit control, engineer timesheets, and report updates.

**Key Responsibilities**

**Client Relationship Management**:

- Serve as the primary point of contact for property management clients.
- Cultivate and maintain strong client relationships through proactive communication.

**Job Intake and Assessment**:

- Receive safety and reactive maintenance requests from clients.
- Evaluate and determine the scope of work, required resources, and timelines.

**Scheduling and Planning**:

- Create comprehensive job schedules, taking into account client priorities.
- Allocate engineers and necessary materials to ensure job efficiency.

**Resource Coordination**:

- Collaborate with internal teams and external contractors to facilitate job execution.
- Optimise resource allocation for maximum productivity.

**Communication and Updates**:

- Keep clients informed of the progress of jobs, expected completion times, and any potential delays.
- Provide periodic updates and detailed reports to clients as needed.

**Issue Resolution**
- Address operational challenges promptly and effectively.
- Work closely with cross-functional teams to identify and implement solutions.

**Documentation and Reporting**:

- Maintain accurate records, work orders, and job-related documentation.
- Generate comprehensive reports on job completion, client feedback, and satisfaction.

**Engineer Support**:

- Liaise with engineers to provide necessary job details and requirements.
- Manage engineer work diaries, ensuring schedules are optimised and accurate.

**Finance Support**:

- Collaborate with the Finance team on invoicing clients for completed work.
- Assist in credit control processes to ensure timely payments and resolve payment disputes.
- Collect and review engineer timesheets, ensuring accuracy and compliance.

**Customer Service Excellence**:

- Uphold the highest standards of customer service in all interactions with clients.
- Strive to not only meet but exceed client needs and expectations.
- Handle customer inquiries and complaints professionally, ensuring quick and effective resolution.
- Continuously seek ways to improve customer service processes and outcomes.
- Encourage a client-first mindset among team members, ensuring proactive and positive engagement with all clients.

**Skills**
- Excellent communication and interpersonal skills.
- Strong organisational and multitasking abilities.
- Experience in operations coordination or a similar role.
- Proficiency with scheduling and project management tools.
- Ability to work effectively under pressure and manage tight deadlines.
- Microsoft Word, Excel, Office, Outlook
- Teams
- Telephone systems
- Full training will be provided

**Join Our Team**:
If you are a dedicated professional with a passion for delivering exceptional customer service and ensuring operational excellence, we would love to hear from you.

Pay: £26,500.00-£29,500.00 per year

**Benefits**:

- Company events
- Company pension
- Work from home

Schedule:

- Monday to Friday

**Education**:

- Certificate of Higher Education (preferred)

**Experience**:

- Customer service: 5 years (required)
- Administrative experience: 5 years (required)

**Language**:

- English (required)

Work Location: In person