Customer Service Coordinator

Chubb Fire & Security UK; Blackburn; On-site; GBP 23,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Coordinator in Blackburn, where you'll be part of a dynamic team dedicated to delivering exceptional customer service. This role offers the opportunity to engage with various stakeholders, coordinate Engineer schedules, and ensure timely service delivery. With a strong commitment to employee development and a supportive culture, you will receive comprehensive training and support to excel in your position. Enjoy a fulfilling career with a company that values its people and fosters growth, all while making a real difference in the lives of customers and colleagues alike.

Benefits

25 days holiday plus bank holidays

Free Onsite Parking

Cycle to Work Scheme

Employee Referral Scheme (£1000)

Free Mortgage Advice

Company Pension Scheme

Life Assurance (4 x Basic Salary)

Employee Scholarship Scheme

Central Benefits Platform with discounts

Childcare Vouchers

Qualifications

• Natural communicator with the ability to build rapport.
• Solution-focused and able to resolve issues efficiently.
• Solid IT literacy and experience with scheduling systems.

Responsibilities

• Plan and coordinate Engineer visits, managing diaries effectively.
• Track jobs and communicate updates to stakeholders.
• Meet KPIs focused on timely dispatch of Engineers.

Skills

Communication

Problem-solving

Prioritization

Multitasking

IT Literacy

Organizational Skills

Tools

Scheduling Systems

Microsoft Office

Job description

Looking for an opportunity within a business that offers a genuine 'people first' culture?

Here at Chubb Fire & Security, we have an opportunity for a Customer Service Coordinator / Engineer Scheduler (SEM) to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full-time, permanent basis.

About Us, Our Culture & What We Can Offer You

Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment, and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally - Together we do great things!

Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership and leadership development is our most powerful strategic advantage and the best way to invest in our people.

SALARY: £23,000 per annum

• 25 days holiday, plus bank holidays
• Free Onsite Parking
• Cycle to Work Scheme
• Employee Referral Scheme (£1000)
• Free Mortgage Advice
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Employee Scholarship Scheme
• A Central Benefits Platform offering a wide variety of discounts
• Childcare Vouchers
• Health & Wellbeing Resources
• Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

What You'll be Doing As Customer Service Coordinator

As a Customer Service Coordinator / Engineer Scheduler (SEM Customer Service Advisor) within our Customer Excellence Teams, no two days will be the same, but you'll always strive to provide the best customer service experience. You will work with a variety of stakeholders, including field-based Engineers, Account Managers, our Branch network, and also our external customers. You will carry out a number of customer service-related tasks, focused on coordinating and dispatching Engineers to our customers within specific timeframes to meet service level agreements. Duties Include:

• Planning, routing, and coordinating Engineer visits - Diary management.
• Tracking each job and status through to completion
• Identifying potential delays and reacting
• Communicating and updating Engineers, internal stakeholders, and customers by email and telephone
• Updating and maintaining multiple scheduling systems, platforms, and CRMs
• Meeting KPIs (focused on timely dispatch)

WORKING HOURS: 37.5 hours per week | Monday to Friday | ie 8.00 am - 4.00 pm OR 9.00 am - 5.00 pm

What We Would Like You To Bring

Simply put, experience isn't necessary as we offer full training and support. Whatever your background, we would like you to ask yourself 'What can I do to make a difference to this Customer or Stakeholder' every time you answer a call.

• You'll be a natural communicator, with an ability to build rapport with our customers and your colleagues
• Solution-focused - Strive to understand and resolve potential issues to meet dispatch timeframes
• Prioritise workloads & multitask effectively - You'll work with several Engineers & customers at any one time
• Open-minded and willing to learn - Learning in a fast-paced and ever-changing environment isn't for the faint-hearted, but we will endeavour to set you up for success, starting with an initial three-week classroom induction
• Solid IT literacy - We use multiple systems, both in-house portals and Microsoft systems
• Highly organised - Planning or scheduling experience would be beneficial but not essential

CLOSING DATE FOR INTERNAL APPLICATIONS: Monday 11th November

Chubb - A Place Where You Can Lead Your Career!