Service Coordinator

4 months ago

Banbury, United Kingdom JM&Co. Recruitment Ltd Full time

Service Co-Ordinator


Position: Service Co-Ordinator
 

Department: OperationsLocation: Rural Chacombe (Oxfordshire / Northamptonshire)
 

Basic Salary: Up to £23,500 per annum + On-Call Bonuses (in the region of up to c. £1,800 / £2,000 per annum OTE)
 

Hours: Monday to Friday, 9am - 5pm (Remote Evening On-Call Requirements: 1 in every 5 weeks, with additional compensation for evenings and weekends).
 

Other: Hybrid working options, dog friendly office


About Our Client:


Our client, part of a group of companies, is looking for a dedicated Service Co-Ordinator to join their dynamic team. They pride themselves on delivering outstanding customer service and maintaining a positive and collaborative work environment.  Their office is dog-friendly, and you can enjoy the company of  furry friends, going for walks during lunch breaks


Main Purpose of the Service Co-Ordinator Job:


As a Service Co-Ordinator, you will be responsible for managing and enhancing the customer experience within their reactive service area.  Your role is crucial in achieving customer KPIs and delivering top-notch service through proactive, efficient, and effective communication.


Service Co-Ordinator Key Responsibilities:

  • Logging customer calls promptly and accurately.
  • Booking service calls via Advantage/One Click to third-party suppliers.
  • Managing call and email logs to support SLA achievement.
  • Overseeing jobs from call receipt to invoicing.
  • Efficiently handling customer queries and invoice issues.
  • Communicating with the scheduling team to meet customer expectations.
  • Taking ownership of customer accounts and workload.
  • Responding to customer escalations within 30 minutes.
  • Building relationships with engineers and ensuring smooth internal processes.
  • Liaising with subcontractors for timely paperwork submission and issue escalation.
  • Invoicing calls appropriately within agreed timescales.
  • Documenting customer updates throughout the call-out journey.
  • Briefing engineers accurately on job requirements.
  • Managing client expectations regarding equipment delays.
  • Collaborating with the Parts Controller for timely equipment sourcing.
  • Supporting the Account Management Team with customer updates.
  • Keeping clients informed about attendance times and dates.
  • Working closely with the Engineering Manager to resolve technical issues.
  • Providing and issuing quotations to customers.
  • Approving and managing job queues to meet requirements.
  • Regularly participating in the on-call rota to support out-of-hours operations.
     

Skills & Knowledge Required for the Service Co-Ordinator​​​​​​​ Job:
 

  • Positive interaction skills with engineers and co-workers.
  • Experience in managing customer expectations in a busy, KPI-driven environment.
  • Initiative and ability to ensure the best customer experience.
  • Effective workload management and prioritization skills.
  • Exceptional written and verbal communication abilities.
  • Ability to foresee and prevent potential issues.


Competencies:


Teamwork:

  • Understanding the impact of teamwork on individual areas.
  • Influencing others with well-constructed ideas.
  • Supporting team members during high workloads.
  • Demonstrating enthusiasm for business goals.
  • Understanding the workload’s effect on other business areas.

Commercial Awareness:

  • Recognising the commercial impact of your work and identifying / addressing risks in work processes.
     

Customer Focus:

  • Driving a customer-first attitude.
  • Continuously seeking ways to exceed customer expectations.
  • Aiming for a first-time fix to improve the customer journey.
  • Being aware of business NPS and its impact.
  • Effectively communicating lead times to customers.
  • Handling customer complaints autonomously but escalating when needed.
     

Additional Information:

  • On-call (remote / from home) hours: 5pm to 10pm over 7 days (additional compensation provided). 
  • On-call bonuses: £82.40 per week for evening cover, £82.40 per week for weekend cover, and £100 for bank holidays. An additional £5 is paid for any admin time required for emergency calls.


Training will be provided for the right candidate; attitude and team values are more important than experience.
 

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