Customer Services Coordinator - Service Desk & SLA Focus

Mulmar; Stanborough; On-site; GBP 26,000 - 32,000; Full time

Job summary

Mulmar, Hatfield based, is seeking a Customer Services Co-ordinator to handle customer enquiries, diagnose and route issues, and coordinate field service activity across the UK. You will log requests, manage follow-ups and ensure timely responses to maintain high customer satisfaction.

Ideal candidates will have solid experience in customer services, MS Office proficiency, and familiarity with field service or maintenance contexts, with strong communication and organizational skills to operate

Qualifications

• Experience in customer services environment working to timescales essential.
• Experience of service support in maintenance services, logistics or courier services advantageous but not essential.
• Computer literate, preferably with experience in MS Office including Outlook, Word and Excel
• Experience in the use of customer databases advantageous.
• Good general knowledge of geographical locations within the UK.

Responsibilities

• Receive incoming enquiries from customers via telephone, fax, email and letter.
• Respond to customer service calls: diagnose faults and assist with phone fixes where possible, or assign requests to relevant personnel while tracking responses to ensure customer satisfaction.
• Plan and allocate customer reactive callouts to regional Field Engineers.
• Log service requests into the Siclops Service Management System with accurate call details and generate reports.
• Prioritise, schedule and record service engineer activities.
• Monitor and follow up required information, liaising with customers, service team, sales team and others as needed.
• Escalate major issues to Customer Service Supervisor or Service Manager.
• Ensure Service Desk telephones are answered during working hours and check missed calls.
• Ensure services meet customer contracted SLAs.

Skills

Attention to detail

Customer service

Communication skills

Flexibility

Integrity

Interpersonal skills

Resilience

Tools

MS Office

Outlook

Word

Excel

Job description

Mulmar, Hatfield based, is seeking a Customer Services Co-ordinator to handle customer enquiries, diagnose and route issues, and coordinate field service activity across the UK. You will log requests, manage follow-ups and ensure timely responses to maintain high customer satisfaction.

Ideal candidates will have solid experience in customer services, MS Office proficiency, and familiarity with field service or maintenance contexts, with strong communication and organizational skills to operate