HR Manager

EDF Energy; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A major energy service provider in Manchester is seeking a Customer Support Coordinator to manage work allocation and engineer schedules. Key responsibilities include planning visits, maintaining communication with customers, and ensuring service level agreements are met. Ideal candidates will have at least 2 years in customer service, strong communication skills, and the ability to solve problems effectively. This role offers flexible working and a generous benefits package.

Benefits

Generous annual leave allowance

Flexible working options

Pension scheme

Life assurance

Private medical and dental insurance

Employee assistance programs

Cycle to Work Scheme

Qualifications

• Minimum of 2 years' experience in scheduling and/or customer service.
• Strong verbal and written communication skills.
• Excellent attention to detail in a fast-paced environment.
• Proven problem-solving capabilities.
• Ability to collaborate effectively with stakeholders.
• Experience in heating, plumbing, or social housing sector is desirable.

Responsibilities

• Assign engineers to service requests based on skills and availability.
• Plan and coordinate engineer visits while managing schedules.
• Communicate proactively with customers regarding service visits.
• Process job sheets, managing inventory and records.
• Resolve urgent service issues and logistical challenges.
• Monitor KPIs to ensure efficient service operations.
• Deliver customer-focused service to foster brand loyalty.

Skills

Scheduling experience

Communication skills

Organizational skills

Customer-focused

Problem-solving abilities

Team collaboration

Proactive work ethic

Resilience

Job description

The purpose of this role is to coordinate and allocate work to engineering and service teams, managing their daily tasks, schedules, and resources to ensure service visits are completed efficiently and meet deadlines. The Customer Support Coordinator communicates with the residential engineering team and speaks with homeowners to book in service and maintenance visits, working in accordance with the Service Level Agreements (SLA's) and Key Performance Indicators (KPI's).

Responsibilities

• Assigning the right engineers to specific jobs or service requests based on their skills, availability, and geographic location.
• Planning and coordinating engineer visits, adjusting schedules to accommodate changes, and ensuring timely completion of tasks within service level agreements (SLAs).
• Serving as a central point of contact, proactively communicating with customers to confirm visit details and provide updates, and maintaining strong relationships with engineers and other team members.
• Processing job sheets, quotes, and purchase orders, managing parts and material inventory, and maintaining accurate records of engineer activities and service histories.
• Handling urgent or time-sensitive service issues, resolving logistical challenges, and escalating problems promptly when they arise.
• Tracking key performance indicators (KPIs) and monitoring engineer travel and activity to ensure smooth service operations.
• Deliver a customer-focused approach to foster brand loyalty and strengthen customer relationships.
• Ensure resolution of customer issues by taking ownership of customer concerns and complaints, working with stakeholders to ensure we achieve and exceed our Guaranteed Service Standards.

Qualifications

• Minimum of 2 years' experience in scheduling and/or customer service role, with a demonstrated ability to quickly learn and adapt to new processes and systems.
• Strong communication (written and verbal) and interpersonal skills to engage effectively with customers and internal teams.
• Highly organized with excellent attention to detail, able to manage multiple priorities in a fast-paced environment.
• Customer-focused and Service Orientated with proven problem-solving abilities to deliver exceptional service and resolve issues promptly with an empathetic and pragmatic mindset.
• A team player who can collaborate with all levels of stakeholders.
• To embrace a culture of innovation, trust, and empowerment.
• Proactive work ethic with the ability to use own initiative and work independently to meet goals and deadlines.
• Resilient, find solutions to day-to-day challenges.
• Ability to collaborate cross-functionally and consistently meet SLAs and KPIs.
• Desirable:
• Experience in the heating, plumbing, or social housing sector.

Benefits

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Group Income Protection Scheme.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi's very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
• Employee Assistance Programme including additional services Eldercare & Best Doctors.