Service Coordinator

TN United Kingdom; Horsham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK is seeking a Service Coordinator to manage servicing and repair activities efficiently. The role involves coordinating resources, ensuring compliance with operational standards, and providing excellent customer service. You will work closely with engineers and the Service Delivery Manager to meet KPIs and enhance service delivery.

Benefits

25 days annual leave + Bank Holidays

Cycle to Work Scheme

Life Assurance 4 x annual salary

Yulife – Wellbeing App

Health counselling and coaching sessions

Free Will writing service

24/7 Doctor access

Healthshield – Cashplan

Qualifications

• Excellent customer service skills over phone and email.
• Strong IT skills with good knowledge of MS systems.
• Ability to manage resources through planning and coordinating.

Responsibilities

• Coordinate engineers' diaries and necessary resources for job completion.
• Action and quote for additional repairs from site visit reports.
• Ensure compliance with safety and quality standards.

Skills

Customer service

Mechanical terminology

IT skills

Communication

Reliability

Flexibility

Planning

Tools

MS Excel

Job description

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The main focus of this role will be to co-ordinate the end to end management of servicing and repair activities, while managing and prioritising resources to ensure customer issues are resolved in a timely manner. Ensuring a high level of cooperation and communication across the business to deliver an excellent and consistent level of service.

What you will be doing:

• To be responsible for the co-ordination of allocated engineers diaries, materials, labour and other necessary resources required for the efficient completion of any job.
• To action and quote for any additional repairs highlighted from engineers via any site visit reports, Service inspection reports, machine workshop inspections or direct feedback.
• Ensure compliance with all processes and dealer operating standards in accordance with the SMT GB Integrated Management System (SHEQ) Safety, Health, Environmental care and Quality.
• Address any H&S and/or Environmental concerns relating to case management
• To deputise at the request of the Service Delivery Manager, during periods of holiday or other absence when so authorised
• To bring to the attention of the Service Delivery Manager any ongoing or serious anomalies regarding costs incurred in jobs.
• Ensure adherence to Time Guides and technical information, and to close all jobs particularly warranty jobs in accordance with them.
• Support the Service Delivery Manager with identification of training and development of Engineers.
• Strive to meet relevant KPI’s prescribed from KPI dashboard.

Requirements

Knowledge, Skills, And Experience

In order to set you up for success, we look for the following skills and experience:

• Excellent Customer service skills both over the phone and email
• Understanding mechanical terminology and associated work
• Strong IT skills with good working knowledge of all MS systems including excel
• Ability to work on own initiative
• Ability to communicate effectively at all levels.
• Reliable, honest, trustworthy, good timekeeper.
• Able to read and understand technical reports
• To be positive, co-operative and flexible at all times.
• Ability to work in a fast paced environment with conflicting priorities
• Ability to manage resources through planning and co-ordinating
• Previous knowledge of invoice management desirable
• Ability to read and understand parts catalogues desirable

What We Offer You

In addition to a competitive salary, you will have access to the following benefits:

• 25 days annual leave + Bank Holidays
• Cycle to Work Scheme
• Life Assurance 4 x annual salary
• Yulife – Wellbeing App offering discounts and vouchers
• Financial/Physical/Mental Health Counselling and Coaching sessions
• Free Will writing service
• EAP, which includes 24/7 Doctor access
• Healthshield – Cashplan for all employees