Customer Service Coordinator

365 People Ltd.; Rearsby; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Permanent position

Leicester based

DOE salary

Job summary

365 People Ltd. is seeking an experienced Customer Service & Service Coordinator to join our Leicester-based team.

The role combines customer service, account administration and coordinating a field-based engineering team across the UK, ensuring a high standard of service from enquiry to completion. You will manage customers, schedule engineers, prepare quotations and manage service agreements while seeking opportunities for improvements and upsell.

Qualifications

• Excellent customer service and communication skills.
• Strong organisation and the ability to manage competing priorities.
• Experience coordinating diaries, workloads, engineers or field-based teams.
• Commercial awareness and the ability to recognise customer opportunities.
• Good UK geographical knowledge.
• Strong Microsoft Office skills and experience with CRM/ERP systems.

Responsibilities

• Coordinating and scheduling field engineers across the UK, making effective use of time and resources.
• Scheduling installations, upgrades, servicing, calibration and other engineering works.
• Managing customer service agreements, renewals and associated quotations.
• Building strong relationships with existing customers and maintaining regular contact.
• Identifying customers at risk of cancelling and helping retain their business.
• Raising invoices following completion of works and installations.
• Handling incoming customer enquiries and taking ownership through to resolution.
• Ensuring breakdowns and service calls are recorded and scheduled within SLAs.

Skills

Customer service

Scheduling

Account administration

CRM experience

Microsoft Office

UK geography knowledge

Communication

Problem solving

Tools

CRM system

Job description

Customer Service & Service Coordinator

Leicester | £28,000 - £32,000 DOE | Monday-Friday, 9:00am-5:15pm | Permanent

365 People are recruiting for an experienced Customer Service & Service Coordinator to join an established business in Leicester.

This is a varied, fast-paced role combining customer service, account administration and the coordination of a field-based engineering team.

You'll be responsible for looking after existing customers, coordinating engineers and service visits, preparing quotations, managing service agreements and ensuring customers receive an excellent level of service from initial enquiry through to completion.

This would suit someone who enjoys taking ownership, solving problems and keeping multiple jobs moving at the same time.

What you'll be doing

• Coordinating and scheduling field engineers across the UK, making effective use of time and resources
• Scheduling installations, upgrades, servicing, calibration and other engineering works
• Managing customer service agreements, renewals and associated quotations
• Building strong relationships with existing customers and maintaining regular contact
• Identifying customers at risk of cancelling and helping retain their business
• Re-engaging with inactive customers and identifying potential opportunities
• Preparing quotations for upgrades and chargeable works
• Raising invoices following completion of works and installations
• Handling incoming customer enquiries and taking ownership through to resolution
• Ensuring breakdowns and service calls are correctly recorded and scheduled within agreed SLAs
• Keeping engineers informed of upcoming work and resolving scheduling issues
• Ensuring relevant permits, security clearances, risk assessments and method statements are in place before visits
• Maintaining accurate customer, equipment and job information on internal systems
• Working closely with Operations, Technical, Sales and Stock teams
• Highlighting potential sales opportunities, upgrades and additional services to the relevant teams

What we're looking for

You'll ideally have experience within customer service, service coordination, engineering administration, scheduling or a similar customer account role.

You'll also need:

• Excellent customer service and communication skills
• Strong organisation and the ability to manage competing priorities
• Experience coordinating diaries, workloads, engineers or field-based teams would be a major advantage
• Confidence dealing with customers and resolving problems
• Good attention to detail
• Commercial awareness and the ability to recognise customer opportunities
• Good UK geographical knowledge
• Strong Microsoft Office skills
• Experience using CRM, scheduling, ERP or other business systems
• The ability to work effectively with different departments and take ownership of your workload

What's on offer

£28,000-£32,000 per annum DOE

Monday-Friday, 9:00am-5:15pm

Permanent position

Leicester based

This is a great opportunity for an experienced Customer Service or Service Coordinator who wants a role with plenty of responsibility and variety, rather than a traditional call-centre style customer service position.