Customer Support & Planning Coordinator

Apogee; Maidstone; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Flexible working options

33 days holiday including bank holiday

Life assurance 4 x salary

Professional development sponsorship

Employee Assistance Programme

Job summary

Apogee is seeking a Customer Support & Planning Coordinator to act as the heartbeat of service delivery. You will be the first point of contact for customers while coordinating field engineers to ensure requests are handled efficiently and professionally.

This role blends customer experience with operational planning, balancing real-time problem solving with smart scheduling to ensure the right engineer is in the right place at the right time. It also offers hybrid working options after training.

Qualifications

• Experience in a customer-focused environment, ideally in an office setting.
• Ability to stay calm and provide solutions under pressure.
• Clear and confident communication with a wide range of stakeholders.

Responsibilities

• Act as the first point of contact for customers via phone, email, and digital channels.
• Manage customer queries with professionalism, empathy, and urgency.
• Schedule and coordinate field engineers, ensuring optimal route planning and SLA adherence.
• Allocate and prioritise work orders based on skills, availability, and location.
• Communicate updates to customers and internal stakeholders to keep operations smooth.
• Escalate complex issues and ensure they are resolved quickly and effectively.
• Maintain accurate records and support administrative processes.

Skills

Customer service

Scheduling

Communication

Problem solving

Microsoft Office

Tools

Microsoft Office

Job description

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact.As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

Curious about Apogee as a business? Skip the brochures - start a live conversation with our AI assistant and get the answers you need, instantly! *

JOB DETAILS

As a Customer Support & Planning Coordinator, you will be the heartbeat of service delivery - acting as the first point of contact for customers while coordinating field engineers to ensure every request is handled efficiently and professionally.

This is not just a support role. It is a pivotal position where customer experience meets operational excellence. You will balance real-time problem solving with smart planning, ensuring the right engineer is in the right place at the right time.

What you will be doing

• Acting as the first point of contact for customers via phone, email, and digital channels
• Managing customer queries with professionalism, empathy, and urgency
• Scheduling and coordinating field engineers, ensuring optimal route planning and SLA adherence
• Allocating and prioritising work orders based on skills, availability, and location
• Communicating updates to customers and internal stakeholders to keep everything running smoothly
• Escalating complex issues and ensuring they are resolved quickly and effectively
• Maintaining accurate records, supporting administrative processes, and managing service data
• Continuously improving service delivery through attention to detail and proactive thinking

A typical working pattern is Monday to Friday, either 08.00 - 17.00, 08.30 - 17.30 or 09.00 - 18.00with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week afer training

SKILLS AND EXPERIENCE REQUIRED

You might already be working in customer support, service coordination, or a helpdesk environment - or you could be someone with strong organisational skills ready to step into a more operational role.

We are particularly interested in people who:

• Have experience in a customer-focused environment ieally within an office
• Stay calm and solutions-focused under pressure
• Communicate clearly and confidently with a wide range of stakeholders
• Can juggle multiple priorities without losing attention to detail
• Enjoy problem-solving and making things run more efficiently
• Are comfortable using systems and tools such as Microsoft Office or service platforms
• Bring energy, accountability, and a genuine commitment to delivering great service

Experience in dispatching or field service coordination is beneficial, but not essential - attitude and capability matter just as much here.

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

BENEFITS

• Flexible working options
• 33 days holiday including bank holidays
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, includingfinancial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

WHY JOIN APOGEE

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success.

We know true innovation flourishes when people can be their authentic selves.

As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief.

Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility.

If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process.

If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community.

We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award-winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

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