Service Co-ordinator

Whale Tankers Limited; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

One off £500 per annum holiday bonus

Bonus scheme based on performance

Private medical insurance (BUPA)

Competitive Company Pension Scheme

25 days holiday (plus statutory days)

Death in service for employees

Employee discount scheme

Cycle to work scheme

Free parking

Job summary

Whale Tankers Limited in Solihull is searching for an individual to serve as the first point of contact for all customer inquiries. This position involves coordinating with engineers and managing administrative duties to ensure timely job completion.

Working 5 days a week in the Solihull office, the successful candidate will undertake various responsibilities, such as logging customer concerns and managing purchase orders to facilitate seamless operations.

The role offers numerous benefits including medical insurance, a competitive pension scheme, and a holiday bonus.

Qualifications

• Proven customer service skills to manage enquiries and resolve disputes effectively.
• Strong organizational skills to maintain timelines and records.
• Ability to communicate with engineers and manage multiple tasks efficiently.

Responsibilities

• Act as the first point of contact for customer inquiries via phone and email.
• Ensure all customer concerns are logged and managed according to the process.
• Oversee daily administration tasks, including invoicing and job scheduling.

Job description

Responsibilities

We are seeking an individual to be the first point of contact for all customer inbound enquiries and coordinate all required works with engineers, customers and suppliers to ensure jobs are completed on time in line with customer expectations, service level agreements and internal KPIs.

You will be working in the Service Department 5 days a week in the Solihull office. Some of the duties include —

• Be the first point of contact for enquiries, queries and disputes via phone and email
• Ensure enquiries are dealt with professionally, effectively, and efficiently
• Populate and maintain an effective planner to ensure works are completed on time
• Proactively manage all units down to ensure they are returned to service in line with expectation
• Speak with engineers daily via phone
• Ensure all customer concerns are logged using appropriate process
• Ensure engineers work sheets are processed and sent to customer with invoice as required
• Ensure accurate notes are updated on all jobs, databases, and portals
• Take completed jobs from work in progress to invoiced
• Manage purchase order numbers to ensure suppliers and customer invoices are paid
• Manage customer portals and ensure they are up to date and compliant
• Carry out daily administration not limited to loading of parts, purchase order numbers, raising jobs, invoicing and timesheets
• Source parts when required for service repairs and preventative maintenance jobs
• Process new and renewal maintenance agreements
• Review and raise credits when required within authorisation limits
• Maintain and review the work in progress (WIP) to ensure all jobs are being actioned
• To produce contract specific reports and participate in review meetings where required to analyse current service measures and performance
• Cover work for the wider team during busy period and for periods of absence
• Carry out any additional requirements and tasks as requested by your line manager

Benefits

• One off £500 per annum holiday bonus when you take 5 days off in one block
• Bonus scheme based on the performance of the company
• Private medical insurance (BUPA)
• Competitive Company Pension Scheme
• Secure employment with a longstanding supportive business with opportunity for advancement
• Annual pay reviews
• 25 days holiday (plus statutory days) per calendar year – 5 days more than the legal requirement
• Death in service for employees
• Employee discount scheme including restaurants, holidays, retail vouchers and more
• Cycle to work scheme
• Full training, equipment and PPE provided
• Long service awards
• Free parking

The Company

Whale Tankers care about quality across all aspects of our business, it is a word that characterises the company. Our Ravenshaw site, located in Solihull, has been the home of Whale Tankers. The site set in more than 40 acres of land, is a stunning example of how an industrial concern can successfully operate alongside a natural environment. Whale has a truly modern manufacturing facility at Ravenshaw, with all the key processes carried out in-house. All aspects of the manufacturing process, from technical specification to quality control, all takes place on site. Our in-house product philosophy gives Whale the ability to control quality at every stage and ensure that every product is engineered and built to deliver uptime and value throughout its working life. Whale customer promise is one reliability, service and value for life, it takes a combination of significant resources and unique culture to deliver that promise – something that Whale Tankers has been delivering over the last five decades.