Customer Scheduling Coordinator

Hollybank Trustees Ltd; Nottingham; On-site; GBP 23,000 - 28,000; Full time

Job summary

Stark Group in Nottingham is seeking an organised, customer-focused I&C Contact Coordinator to join our growing team. You’ll own booking and managing metering appointments for business customers across campaigns, including faults, 2G to 4G upgrades, smart meter installations and supplier-driven requests.

You’ll be the main point of contact, making outbound calls, handling inbound enquiries and coordinating appointments from first contact to completion.

Qualifications

• Experience in a customer service, contact centre, scheduling, coordination or administration environment.
• Experience with high-volume telephone contact and booking/scheduling appointments.
• Ability to work towards targets and KPIs.
• Experience using multiple computer systems and databases.
• Energy, utilities, metering or field service ops experience advantageous but not essential.

Responsibilities

• Coordinate appointments and provide an excellent customer experience throughout the process.
• Proactively contact business customers to book and schedule metering appointments across campaigns.
• Handle inbound calls and coordinate appointments via email.
• Manage appointments from initial booking to completion and take ownership of issues.
• Make calls for appointment amendments, reschedules and cancellations.
• Capture accurate customer and site information to support field engineers.
• Coordinate site access requirements, permits, RAMS and vehicle hire.
• Log queries and ensure resolution within agreed timescales.
• Support field engineers by recording environmental, health and safety information.
• Maintain records across multiple systems and meet KPIs and SLAs.

Skills

Customer-focused

Excellent communication

Highly organized

Target-driven

Team player

Independent worker

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Location: On site / Lenton Ln., Nottingham NG7 2NR, UK
job type: Permanent / Full-time
Sector and subsector: Office Support | Customer Service
Salary: Competitive salary

Location: Nottingham

Contract: Permanent

About the role

We’re looking for an organised, customer-focused I&C Contact Coordinator to join our growing team.

In this role, you’ll take ownership of booking and managing metering appointments for our business customers across a range of campaigns, including faults, 2G to 4G upgrades, smart meter installations and supplier-driven requests.

You’ll be the key point of contact for customers, making outbound calls, handling inbound enquiries and managing appointments from initial contact through to successful completion.

It’s a fast-paced role where great communication, organisation and attention to detail really matter. You’ll work closely with our operational teams and field engineers to make sure every appointment is properly planned, customer requirements are understood and our engineers have everything they need to complete the job safely and efficiently.

You’ll also support appointment changes such as reschedules and cancellations, as well as helping our field workforce by capturing and logging environmental, health and safety information.

What you'll be doing

As an I&C Contact Coordinator, you’ll be responsible for coordinating appointments and providing an excellent customer experience throughout the process.

Your responsibilities will include:

• Proactively contacting business customers to book and schedule metering appointments across a variety of campaigns.
• Handling inbound customer calls and coordinating appointments via email.
• Managing appointments from initial booking through to completion, taking ownership of any issues that arise.
• Making calls relating to appointment amendments, reschedules and cancellations.
• Capturing accurate customer and site information to ensure field engineers have everything they need before attending.
• Coordinating site access requirements, including permits, RAMS, specialist vehicle hire and other specific arrangements.
• Managing operational queries through the Stark Query Portal and ensuring they are resolved within agreed timescales.
• Supporting field engineers by receiving, recording and escalating environmental, health and safety information in line with our processes.
• Responding to internal and external queries professionally and efficiently.
• Working closely with operational teams and field-based colleagues to ensure appointments run smoothly.
• Maintaining accurate records across multiple systems.
• Meeting agreed KPIs and SLAs, including booking targets, quality standards and response times.
• Managing and prioritising a busy workload while maintaining a high level of accuracy.
• Supporting additional booking, administration and specialist campaigns when required.
• Taking part in regular training and development to build your knowledge and skills.

What we're looking for

We’re looking for someone who enjoys working with people, is comfortable working to targets and can stay organised when things get busy.

You’ll be a great fit if you are:

• Customer-focused with a genuine desire to provide a great service.
• Confident and professional when speaking to customers over the phone.
• A clear and effective communicator, both verbally and in writing.
• Highly organised with excellent attention to detail.
• Comfortable making a high volume of outbound calls and handling inbound enquiries.
• Able to manage competing priorities and work to deadlines.
• Target-driven and motivated by achieving KPIs and SLAs.
• Calm and professional when dealing with challenging situations or customers.
• A good listener who can understand and respond to customer and colleague needs.
• A supportive team player with a positive and flexible approach.
• Confident working independently and taking ownership of tasks.
• Someone who takes pride in getting things right first time.

Skills & experience

You'll ideally have experience in a customer service, contact centre, scheduling, coordination or administration environment.

We’re particularly interested in people who have experience of:

• High-volume telephone-based customer contact.
• Booking or scheduling appointments.
• Working towards individual or team targets and KPIs.
• Managing customer queries and resolving issues.
• Using multiple computer systems and databases.
• Maintaining accurate records and entering data accurately.
• Microsoft Excel, Word and Outlook.

Experience within energy, utilities, metering or field service operations would be advantageous, but it isn't essential.

This is an excellent opportunity to join a growing team and play an important role in the successful delivery of our metering services.

You’ll work alongside experienced operational and field teams, develop your knowledge of the energy and metering industry, and gain valuable experience in customer management, scheduling and operational coordination.

We’ll provide the training and support you need to succeed, with opportunities to develop your skills as the business continues to grow.

Our commitment to inclusion

Stark Group is an equal opportunities employer. We are committed to creating an inclusive and progressive workplace where everyone is valued for their individual skills, experience and perspective.

We want our people to feel empowered to bring their whole selves to work, and we are committed to providing an environment that is free from discrimination and where everyone has the opportunity to succeed.