Customer Support & Process Coordinator

MEP Hire; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Annual bonus

Pension scheme

Life Assurance 3x salary

Eye care vouchers

Cycle to Work

Employee discounts

Job summary

Vp plc is seeking a skilled customer service professional to join the Hire Desk team. You will respond to customer and supplier queries within SLA, perform root cause analysis and drive improvements to reduce queries and invoicing issues with suppliers.

The role emphasizes timely resolution, accurate data handling using systems like Softco, Zendesk, CXone and G42, and close collaboration with suppliers to maintain high customer satisfaction.

Qualifications

• Proven experience of providing a first-class customer service experience.
• Articulate communicator with a proactive, team-focused mindset.
• Ability to work under pressure and meet deadlines with strong attention to detail.

Responsibilities

• Respond to customer queries in a professional and timely manner within set SLAs.
• Respond to supplier queries within SLAs.
• Conduct root cause analysis to prevent repeat issues and improve processes.
• Help manage end-to-end hire/order processes to support customer retention.
• Assist with margin improvement and KPI targets across product categories.

Skills

Customer service

Communication

Prioritisation

Attention to detail

Microsoft Office

Tools

Zendesk

G42

Softco

CXone

Excel/Outlook/Word

Job description

Vp plc is seeking a skilled customer service professional to join the Hire Desk team. You will respond to customer and supplier queries within SLA, perform root cause analysis and drive improvements to reduce queries and invoicing issues with suppliers.

The role emphasizes timely resolution, accurate data handling using systems like Softco, Zendesk, CXone and G42, and close collaboration with suppliers to maintain high customer satisfaction.