Customer Service Representative

Randstad; Lancashire; Hybrid; GBP 17,000 - 22,000; Full time

Job summary

Randstad's client in Blackpool is seeking an I&C Contact Coordinator to own the end-to-end process of booking and managing metering appointments for industrial and commercial customers. You will handle campaigns such as faults and upgrades, contact customers by phone and email, and ensure site access, RAMS, and safety requirements are captured.

The role is hybrid with 37 hours per week. You will contribute to meeting KPIs and support field teams with appointment amendments and data logging as

Qualifications

• Experience in end-to-end booking and managing metering appointments for I&C customers.
• Proactive customer contact via phone and email.
• Strong administration and data-entry accuracy.

Responsibilities

• Book and schedule B2B metering appointments across campaigns via proactive outbound calling, inbound calls, and email.
• Take full ownership of site access arrangements, RAMS, permits, vehicle hire, and ad-hoc requirements.
• Manage, track, and resolve operational queries through the internal company query portal in line with SLAs.
• Handle and log environmental, health, and safety incident calls from field operatives.
• Resolve internal and external stakeholder queries and escalations with effective written and verbal communication.
• Meet performance targets (SLAs/KPIs) while maintaining data accuracy across internal systems.
• Prioritise workload and provide flexible administrative support for campaigns.

Skills

Customer service

Communication skills

Microsoft Office

Attention to detail

Tools

RAMS (Risk Assessments and Method Statements)

Job description

Contract Type: Rolling Contract (Long-term contract, strong chance to temp to perm conversion)

Location: Blackpool - Hybrid working

Hours: 37 hours per week

Pay Rate: £13.45 per hour

About the Company

Our client is a leading international renewable energy business specializing in the development of utility-scale solar power projects. By delivering intelligent and sustainable solutions, they generate clean, reliable electricity for homes and businesses across Europe and beyond. Committed to a green future, they foster a fast-paced, collaborative, and innovative working environment.

Purpose of the Role

The I&C Contact Coordinator takes end-to-end ownership of booking and managing metering appointments for Industrial & Commercial (I&C) customers. Managing a variety of campaigns—including faults, 2G to 4G upgrades, dumb-to-AMR transitions, and supplier-driven requests—this role focuses on proactive customer contact via phone and email.

The successful candidate will deliver a high-quality, customer-first service while consistently hitting contractual KPIs and SLAs. You will ensure all customer requirements, site access needs, and safety considerations are accurately captured to maximize field job completion. Additionally, you will support the field workforce by processing appointment amendments (reschedules/cancellations) and logging crucial environmental, health, and safety information.

Key Responsibilities & Accountabilities

• Appointment Scheduling: Book and schedule business-to-business (B2B) metering appointments across multiple campaigns via proactive outbound calling, inbound calls, and email.
• Logistics & Access Management: Take full ownership of site access arrangements, including securing permits, managing RAMS (Risk Assessments and Method Statements), arranging specialist vehicle hire, and handling other ad-hoc requirements.
• Query Resolution: Manage, track, and resolve operational queries through the internal company query portal in line with agreed processes and SLAs.
• H&S Support: Handle and log environmental, health, and safety incident calls directly from field operatives under the company's emergency reporting protocols.
• Stakeholder Collaboration: Resolve internal and external stakeholder queries and escalations using effective written and verbal communication, working collaboratively across operational teams.
• Performance & Data Integrity: Consistently meet performance targets (SLAs/KPIs) set by the Team Leader while maintaining high levels of accuracy and attention to detail in data entry across multiple internal systems.
• Administrative Support: Prioritize workload effectively to manage competing deadlines, providing flexible support for specialist campaigns and administrative activities as required.

Key Behaviours

• Customer-First Mindset: Professional, confident, and calm under pressure, with a passion for delivering excellent customer service.
• Team Player: A supportive colleague with a flexible, positive attitude who willingly shares knowledge to boost team performance.
• Results-Driven: Highly organized, target-driven, and focused on getting things "right first time" while working responsibly without close supervision.
• Continuous Improvement: Proactively reflects on personal performance and participates in regular training to develop skills.

Communication & Interpersonal Skills

• Excellent telephone manner with articulate, clear verbal communication skills.
• Strong listening skills with the ability to build rapport and understand customer/colleague needs.
• Precise and professional written communication skills for email correspondence.

Technical Skills & Knowledge

• Strong administrative and organizational capabilities with a keen eye for detail.
• Proven problem-solving and analytical abilities.
• Confident and accurate in utilizing departmental computer systems and databases.
• IT Literacy: Intermediate proficiency in Microsoft Office (Excel, Word, and Outlook).