Support Coordinator

2 weeks ago

Watford, United Kingdom Zonal Retail Data Systems Full time

Support Coordinator

Function: Account Services
Reporting to: Account Manager
Location: Watford with nationwide travel
 

Are you our missing ingredient?

If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.
We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.


What you’ll do

The Support Coordinator is a key support role to the JDW Account Manager. Based predominantly at the JDW head office and working closely with the JDW Account Manager to provide support in all projects/tasks relevant to supplying the required level of service and support to JDW.
There will be shared responsibility for delivering Zonal targets, working alongside both the Account Manager and Senior Zonal Management.

Responsibilities will involve:-
  Working alongside the JDW Account Manager and Client Services Analyst to monitor and deliver the agreed Service Level Agreement. Supporting the JDW Account Manager in the day-to-day management of the JDW account whilst working alongside other Zonal departments. This will include customer satisfaction, account profitability, account planning, complaint management and escalation in relation to any projects/tasks under the control of the JDW Account Manager. All Service/support related complaints and escalation are the responsibility of the JDW Client Service Analyst. Understanding JDW’s business profile and requirements to ensure that both JDW and Zonal achieve common goals. Clear and effective communication to all JDW departments that have Zonal dependencies. Building key relationships with relevant 3rd party suppliers and external companies/contacts. Excellent communication and correspondence skills are essential. Assisting the JDW Account Manager in the management and delivery of all projects assigned to the JDW Account Manager and ensuring that these are completed to the required standard, timescales and budgets. This will include working closely with all relevant JDW and Zonal departments including Helpcentre, Engineering, Planned Work, R&D and Project Support to ensure that implementations of all Zonal EPoS and Kitchen Management Systems forming part of high-profile projects such as new openings and refurbishments are successful. Maintaining a high level of visibility of all JDW projects that are under the control of other Zonal departments/personnel. This includes the Current Aztec upgrade project. Regularly updating internal Zonal departments with any changes being made by JDW to update current processes and work practices. Accurately completing reports and documentation to the required standard and timeframe. Attending any relevant internal company meetings when requested.


Who you are

Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met. Customer service; understands and responds to JDW needs and exceeds expectations wherever possible. Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner. Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions. Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company. Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.
We are going on an exciting journey and we need more like-minded travellers to help us get there
If this sounds like you then we would love to hear from you

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