Customer Service Resource Coordinator

proAV Limited; Egham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the AV/VC technology sector seeks a Customer Service Resource Coordinator to manage schedules for Field Service Engineers. The role focuses on maintaining high levels of customer service, ensuring performance metrics are met, and facilitating effective communication between teams. Ideal candidates will have experience in customer service and with specific CRM tools, contributing to operational efficiency and client satisfaction.

Qualifications

• Experience with customer service and incident-based ticketing.
• Familiarity with Microsoft Dynamics and CRM systems.
• Strong communication and problem-solving skills.

Responsibilities

• Manage schedules for Field Service Engineers and ensure SLA compliance.
• Act as a central contact for Helpdesk and Service Engineers.
• Handle customer complaints and improve service delivery.

Skills

Customer Service

Communication

Problem Solving

Scheduling

Tools

CRM systems

Microsoft Dynamics

SAP

Incident-based ticketing systems

Job description

Social network you want to login/join with:

Customer Service Resource Coordinator, Egham

Client: proAV Limited

Location: Egham

Job Category: Other

EU work permit required: Yes

Job Reference: 971260204439

Job Views: 3

Posted: 02.06.2025

Expiry Date: 17.07.2025

Job Description:

About The Role

Role Overview

The role is responsible for managing the Field Service Engineers (FSE’s) resource diary. Due to the nature of the Support Services business, many of these areas are subject to SLA’s, key performance indicators, and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld are primary objectives of the role.

Key Responsibilities:

1. Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs, and quoted works.
2. Check the system as your first job to ensure all engineers are logged in to resource management and on target.
3. Liaise/chase engineers throughout the day regarding SLA’s.
4. Work alongside engineers to ensure all relevant RAM’s, permits, change requests are sent to customers/third parties.
5. Update CRM portal with ETA’s where applicable.
6. Provide first point of contact for scheduling support.
7. Act as a central point of contact between Helpdesk and Service Engineers.
8. Assist with retrieving engineer Service Reports.
9. Ensure performance targets are achieved and SLA’s are met, and the service team continues to improve and develop.
10. Help support and manage Engineer Holiday/absence requests.
11. Liaise between internal departments to resolve customer issues.
12. Identify and resolve issues in normal operations and manage communication for schedule disruptions.
13. Follow procedures and monitor engineers’ response to service calls.
14. Handle customer complaints professionally and report actions taken to management.
15. Perform additional duties as requested by management.
16. Highlight training requirements for engineers.
17. Book engineering resources, logistics, and travel.
18. Raise accurate escalations promptly.
19. Manage relationships with FSE’s.
20. Conduct weekly touch-point meetings, prepare reports, and chair conference calls.

Desirable Skills:

• Experience with incident-based ticketing systems.
• Experience working with the Customer Service Manager to develop processes and best practices.
• Experience with CRM systems, preferably Microsoft Dynamics.
• Experience with SAP (desirable).
• Experience in AV / VC technology sector.
• Previous customer service experience.