Customer Service Coordinator

1 day ago

Abingdon, United Kingdom Trinity Fire & Security Systems Ltd Full time

**The Company**:
Here at Trinity we are looking to expand our fast growing team and are looking for Labour Controllers to join us. For this role you will need to be able to demonstrate ability to arrange, plan and coordinate field engineering activities (Preventative Maintenance and Remedial Works) in line with the business processes and customer Service Level Agreements.

The position of Labour Controller is key to the business Service Operations for both customer excellence and business profitability.

You will be accountable for the planning and scheduling of works for a team of field engineers, undertaking all related activities required to ensure works are completed in line with business expectations.

**Operational Duties**
- To undertake the planning and scheduling of all Preventative Maintenance & Remedial Works associated to an allocated group of engineers. (Normally working to a minimum 2-week advance period).
- To administrate all resultant works following the initial Preventative Maintenance / Remedial visits undertaken.
- Managing a Team of field engineers to ensure their daily diary bookings are in line with the business targets set both in terms of monetary value and productive hours on site per engineer, per day.
- Delivery of exceptional customer service, in line with customer Service Level Agreements and expectations.
- Raise subcontract orders requests as necessary for the works being scheduled in line with company procedures.
- To work with the Reactive and Support Teams to ensure that scheduled works can proceed in line with contract specifications.

The above is not intended to be an exhaustive list as the nature of this role requires the employee to be able to adapt to a reactive environment and be flexible as requirements change.

**Accountable for**:

- Maximising the engineering hours available per day.
- Effective planning and scheduling of engineer’s diaries and resulting daily revenue targets set by the business.
- Maintaining a commercial focus to maximise engineer productivity and minimise non chargeable downtime.

**Skills**:

- Ability to communicate fluently with customers, manufacturers & internal staff.
- Ability to resolve customer related issues.
- Ability to work as a positive team member.
- Ability to prioritise workloads to meet agreed deadlines.
- Product and parts knowledge (On going).
- Experienced with using Service Management systems / Service-related operating systems, Key Performance Indicators & Customer Portals.
- A strong experience with Microsoft Office, with a minimum level of beginner to intermediate for Microsoft Excel.

**Benefits**:

- 23 Days holiday plus 8 statutory bank holidays
- 5% employee and 4% employer pension contribution
- Life insurance of 3x times annual (base) salary
- Hybrid working arrangement

**Equal Opportunities in Practice**

**Security Vetting**

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

**Salary**: Up to £26,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

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

**Experience**:

- Customer Service: 1 year (preferred)

Work Location: In person

Reference ID: CCOTGW

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