Customer Service Coordinator

Hugo Technology; Stoke Prior; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading service provider in the UK is looking for an Administrator to support their Customer Service Centre. This role includes scheduling jobs for engineers, managing customer calls, and ensuring administrative tasks are conducted efficiently. The ideal candidate should have extensive experience in customer liaising, good communication skills, and proficiency in Microsoft Office. The company offers a comprehensive benefits package including annual leave and cash plan benefits.

Benefits

20 days annual holiday

Company cash plan

Discretionary bonus scheme

Qualifications

• Experience in an office environment with planning.
• Capability to liaise with customers effectively.
• Proficient in using operational systems.

Responsibilities

• Schedule jobs for engineers and manage bookings.
• Respond to customer queries and manage calls.
• Generate statistical reports for operations.

Skills

Customer liaison

Problem solving

Microsoft Office proficiency

Team collaboration

Multi-tasking

Communication skills

Job description

Outline of the role

To provide administration and planning support within the Customer Service Centre in order to meet or exceed Business and Customer requirements. Ensuring paperwork and database accuracy whilst following documented procedures and agreed scope of work.

Main Duties and Responsibilities

• Planning, booking and scheduling of jobs for Field Service Engineers and Back to Base Engineers as required.
• Liaise with team members, Field Service Engineers and all internal Departments as required.
• Ensuring incoming calls are answered and managing outbound calls to Customers and engineers.
• Dealing with Customer queries and requests.
• Booking travel & accommodation requirements for engineers.
• Assist with preparation of and amending of quotations where required.
• General administration tasks within the department.
• Use Odoo within the Department and ensure that jobs are updated as required.
• Invoicing of Jobs, where required, in the Department.
• Adhere to correct work processes within the Department.
• Ensure Calendars are updated and maintained within the Planning Team and Field Service Engineers.
• Provide cover for the Reception area when required, including meeting and greeting clients.
• Adhere to the daily requirements of the Business Support & Customer Service Department, ensuring tasks are completed and followed through.
• Collate information and produce statistical reports for business and operational needs, as required.
• Ensure the Department maintains a tidy and safe work area.
• Ensure full compliance at all times with quality management systems and Health and Safety systems to meet the requirements of all company and external standards (ISO 13485) as appropriate.
• Other duties as requested.

Experience and Qualifications

• Previous experience of working in an office environment with planning experience.
• Previous experience in liaising with Customers.
• Problem solving experience to meet customer demands.
• Computer literate.
• Previous experience of using company operational systems.
• Experience with Microsoft Office products - minimum 3 years.

Key Personal attributes

• Dedicated to delivering high levels of service to internal and external customers.
• Reliable, dependable and hard working.
• Good team player.
• Good communication skills – both written and verbal.
• Flexible and willing to take on a variety of tasks.
• Ability to multi‑task and meet the physical demands of the job.
• Flexible and self‑motivated with the drive to go the extra mile.

Package and Benefits

• 40 Hours per week paid monthly in arrears.
• 20 days annual holiday plus 8 bank holidays, plus any long service additional days awarded to you.
• No lieu time applicable.
• Company cash plan as per Contract.
• Company sick pay as per contract.
• Discretionary company bonus scheme.