I&C Contact Coordinator

Stark Group; Nottingham; On-site; GBP 18,000 - 24,000; Full time

Job summary

Stark Group in Nottingham is seeking an organised, customer-focused I&C Contact Coordinator to manage metering appointments for business customers. You will own the scheduling process across campaigns, handle inbound and outbound calls, and ensure the field engineers have everything needed for safe, efficient work.

You will maintain accurate records, work to KPIs and SLAs, and support campaigns with administrative tasks while collaborating with operations and engineering teams to deliver

Qualifications

• Experience in customer service, contact centre, scheduling or administration.
• Able to handle high-volume outbound calls.
• Comfortable working to targets and KPIs.
• Strong communication and organisation skills.
• Experience with multiple computer systems and databases.

Responsibilities

• Book and schedule metering appointments for business customers across campaigns.
• Handle inbound enquiries and coordinate appointments via email.
• Manage appointments from booking to completion and resolve issues.
• Take ownership of appointment amendments, reschedules and cancellations.
• Capture accurate site information to ensure field engineers have what they need.
• Coordinate site access, permits, RAMS and specialist vehicle hire as required.
• Maintain records across multiple systems and meet KPIs and SLAs.

Skills

High-volume calls

Appointment booking

Scheduling

Target-driven

Communication

Organisational skills

Team collaboration

Phone-based customer service

Tools

Excel

Word

Outlook

Job description

We're looking for an organised, customer-focused I&C Contact Coordinator to join our growing team. In this role, you'll take ownership of booking and managing metering appointments for our business customers across a range of campaigns, including faults, 2G to 4G upgrades, smart meter installations and supplier-driven requests. You'll be the key point of contact for customers, making outbound calls, handling inbound enquiries and managing appointments from initial contact through to successful completion. It's a fast-paced role where great communication, organisation and attention to detail really matter. You'll work closely with our operational teams and field engineers to make sure every appointment is properly planned, customer requirements are understood and our engineers have everything they need to complete the job safely and efficiently. You'll also support appointment changes such as reschedules and cancellations, as well as helping our field workforce by capturing and logging environmental, health and safety information.What you'll be doing As an I&C Contact Coordinator, you'll be responsible for coordinating appointments and providing an excellent customer experience throughout the process. Your responsibilities will include:

• Proactively contacting business customers to book and schedule metering appointments across a variety of campaigns.
• Handling inbound customer calls and coordinating appointments via email.
• Managing appointments from initial booking through to completion, taking ownership of any issues that arise.
• Making calls relating to appointment amendments, reschedules and cancellations.
• Capturing accurate customer and site information to ensure field engineers have everything they need before attending.
• Coordinating site access requirements, including permits, RAMS, specialist vehicle hire and other specific arrangements.
• Managing operational queries through the Stark Query Portal and ensuring they are resolved within agreed timescales.
• Supporting field engineers by receiving, recording and escalating environmental, health and safety information in line with our processes.
• Responding to internal and external queries professionally and efficiently.
• Working closely with operational teams and field-based colleagues to ensure appointments run smoothly.
• Maintaining accurate records across multiple systems.
• Meeting agreed KPIs and SLAs, including booking targets, quality standards and response times.
• Managing and prioritising a busy workload while maintaining a high level of accuracy.
• Supporting additional booking, administration and specialist campaigns when required.
• Taking part in regular training and development to build your knowledge and skills. We're looking for someone who enjoys working with people, is comfortable working to targets and can stay organised when things get busy., Customer-focused with a genuine desire to provide a great service.
• Confident and professional when speaking to customers over the phone.
• A clear and effective communicator, both verbally and in writing.
• Highly organised with excellent attention to detail.
• Comfortable making a high volume of outbound calls and handling inbound enquiries.
• Able to manage competing priorities and work to deadlines.
• Target-driven and motivated by achieving KPIs and SLAs.
• Calm and professional when dealing with challenging situations or customers.
• A good listener who can understand and respond to customer and colleague needs.
• A supportive team player with a positive and flexible approach.
• Confident working independently and taking ownership of tasks.
• Someone who takes pride in getting things right first time, You'll ideally have experience in a customer service, contact centre, scheduling, coordination or administration environment.

We're particularly interested in people who have experience of:

• High-volume telephone-based customer contact.
• Booking or scheduling appointments.
• Working towards individual or team targets and KPIs.
• Managing customer queries and resolving issues.
• Using multiple computer systems and databases.
• Maintaining accurate records and entering data accurately.
• Microsoft Excel, Word and Outlook.

Experience within energy, utilities, metering or field service operations would be advantageous, but it isn't essential.

Stark Group is an equal opportunities employer. We are committed to creating an inclusive and progressive workplace where everyone is valued for their individual skills, experience and perspective. We want our people to feel empowered to bring their whole selves to work, and we are committed to providing an environment that is free from discrimination and where everyone has the opportunity to succeed.

Stark Group are an equal opportunities employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, champions diversity and empowers our people so that everyone can bring their whole self to work and is valued for their specific skills, experience and vision. We celebrate diversity and are committed to creating an inclusive environment for all employees, creating a progressive, open, and inclusive workplace.