Service Coordinator

ACL (Alarm Communication Limited); Frimley; On-site; GBP 27,000 - 35,000; Full time

Job summary

ACL (Alarm Communication Limited) in Frimley, Surrey, is seeking a Service Coordinator to join our busy office. You will manage key account customer information, schedule visits, raise orders, and support engineers and clients with timely, accurate administration.

Ideal candidates will have strong prioritisation, multi-tasking ability, excellent customer service, and fluency with Windows-based software. An aptitude for IT and willingness to learn our bespoke ERP and planning systems are

Qualifications

• Strong prioritisation and multi-tasking abilities required.
• Administrative accuracy and high level of customer service.
• Aptitude for IT and willingness to learn bespoke software.
• Experience with Windows software systems preferred.
• Familiar with cloud-based ERP and asset planning tools.

Responsibilities

• Open and maintain key customer information by recording and uploading documents into our cloud-based ERP system.
• Monitor service agreements to ensure visits are carried out as per contract with the Service Manager.
• Use Asset Planning System to create pre-planned maintenance jobs for scheduling.
• Advise customers of scheduled visits once dates are agreed with Service Manager.
• Liaise with Engineers to coordinate visits, ensuring parts are available and paperwork is submitted.
• Review Engineer paperwork and raise remedial actions with the appropriate internal team.
• Manage incoming calls and emails from key clients promptly and professionally.
• Build trusted relationships with clients, suppliers and colleagues.
• Resolve product or service issues by clarifying complaints and expediting corrections.
• Raise and issue Purchase Orders and Works Orders to approved suppliers.
• Review and process expenses and timesheets for the engineering team each month.
• Issue documentation to clients, including service records, certificates and invoices.

Skills

Prioritisation

Multi-tasking

Administrative accuracy

Customer service

IT aptitude

Tools

ERP system

Asset Planning System

Job description

Due to the continued growth at ACL (Alarm Communication Limited), we have a requirement for an additional Service Coordinator to join our established team at our main offices located in Frimley, Surrey.

The candidate will work within one of our Key Account Divisions, who look after a selection of Key Accounts made up with several prestigious large-scale commercial properties, ranging across the Education, Healthcare, Hospitality, Commercial and Stadia sectors.

The postholder will need to have strong prioritisation skills and be a genuine multi-tasker to effectively perform in this role. Administrative accuracy and strong customer service skills are essential to fulfil the role.

The Role

The postholder will need to have strong prioritisation skills and be a genuine multi-tasker to effectively perform in this role. Administrative accuracy and strong customer service skills are essential to fulfil the role.

• Open and maintain key customer information by recording and uploading documents into our cloud-based ERP system.
• Monitor all service agreements to ensure visits are carried out as per contract with the Service Manager
• Using our Asset Planning System to create pre planned maintenance jobs in preparation for scheduling.
• Advising customers of scheduled visits once dates are agreed with Service Manager
• Liaising with Engineers to coordinate visits, ensuring parts are collected prior to visits and that all paperwork is completed and submitted to the client in a timely manner
• Review Engineer paperwork and raising any remedial actions with the appropriate internal team, prioritise and escal any urgent non-conformities or system failures to the relevant manager
• Manage incoming calls and emails from your key clients in a timely, professional and friendly manner
• Build relationships of trust through open and honest communication with clients, suppliers and colleagues
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Raising and issuing Purchase Orders and Works Orders to our Approved Suppliers and Subcontractors
• Review and processed the expenses and timesheets for your engineering team each month
• Issuing documentation to clients, including service records, certificates and invoices

As well as Microsoft Office, our chosen candidate will be able to learn our bespoke software package that will support all daily duties. An aptitude for IT is therefore also essential. Work is undertaken from a busy open plan office and so the ability to work closely within a team environment is a further pre-requisite.

• Proven customer support experience
• Strong phone contact handling skills and active listening
• Familiar with windows software systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills, with a keen eye for detail.
• Ability to multi-task, prioritize and manage time effectively