Customer Service Desk Co-ordinator

This is a pivotal role within the company where the successful candidate will join a small team of co-ordinators to take responsibility for customer enquiries and the deployment of a team of engineers. The day-to-day activities include (but are not limited to) the following:
• Handle all incoming customer enquiries from the initial communication through to resolution and provide updates at all stages of the request to ensure we are offering the highest level of service achievable.
• To update Customer portals ensuring that Service Levels and Key Performance Indicators are met.
• Liaising with other departments within the business to ensure that Project and Installation work is scheduled in effectively and efficiently to maximise productivity.
• Understands the meaning and value of Customer Service and why it is important to the success of the company.
• Ability to deliver a message clearly and provide all the correct information without being prompted or chased.
• Work with a bespoke IT system that incorporates an electronic engineer’s diary.
• Ensure that all relevant information for a job is captured on the system in a clear and concise manner and passed over to the relevant engineer.
• Ability to be assertive and use initiative when issues do arise and use your extensive customer service knowledge to enhance the customer experience.
• Ability to ensure that works are balanced with resources and that engineers are allocated sufficient workload in line with expected daily targets.
• To seek new and improved working methods that can further streamline the department and provide sales opportunities.
• Record and pass on any sales leads to the relevant Salesperson in a timely manner so that we can exceed our customers’ expectations on response times.
• Produce schedules for customers detailing where and when we will attend site to carry out contractual servicing works.
• To Issue, book in and send work out to the engineer on a daily basis.
• To chase for outstanding worksheets and process worksheets for invoicing.
• To be included in quoting for Small-works quotation following callouts.
• Understands the importance of procuring new/existing Preventative Maintenance Agreements and their value to the company and clients.
• To adhere to all company policies and procedures at all times.
• Prepare and submit accurate invoicing details to the Accounts Department to enable billing to take place in an efficient manner.