Service Coordinator

SMT GB; Horsham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the UK is seeking a Service Coordinator to manage servicing and repair activities. The role involves coordinating engineers' schedules, ensuring compliance with standards, and delivering excellent customer service. The ideal candidate will possess strong IT and communication skills, with a focus on customer satisfaction and effective resource management.

Benefits

5% Employer Pension contribution

25 days annual leave + Bank Holidays

Cycle to Work Scheme

Life Assurance 4 x annual salary

Wellbeing App offering discounts and vouchers

Counselling and Coaching sessions

Free Will writing service

24/7 Doctor access

Healthshield - Cashplan for all employees

Family Friendly policies

Qualifications

• Excellent customer service skills over phone and email.
• Strong IT skills with good knowledge of MS systems.

Responsibilities

• Coordinate engineers' diaries and resources for job completion.
• Ensure compliance with processes and operating standards.
• Support Service Delivery Manager with training and development.

Skills

Customer service

Communication

IT skills

Mechanical terminology

Planning and coordinating

Tools

MS Excel

Job description

About The Role

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
  
  
  

Desirable:

• Previous knowledge of invoice management desirable
• Ability to read and understand parts catalogues desirable
  
  
  

Benefits

What We Offer You

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

• 5% Employer Pension contribution
• 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
• Family Friendly policies
• Company events