Service Coordinator

Snelling Business Systems; Wymondham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A customer service technology firm in Wymondham is seeking a Service Coordinator to be the first point of contact for customer support requests. The ideal candidate will possess excellent communication skills, have at least 2 years in a service desk role, and be competent with Microsoft Office and customer management systems. This role demands a proactive approach to ensure the best possible service levels are met.

Qualifications

• Minimum 2 years in a similar service desk role.
• Experience working with customers directly.
• Excellent command of English grammar and spelling.

Responsibilities

• Responding to requests for support via email, phone, and tickets.
• Managing service calls and tickets efficiently.
• Arranging service calls to customer sites.

Skills

Excellent communication skills

Pro-active approach

Ability to work under pressure

Customer empathy

Education

At least 5 GCSE including Maths & English

Tools

Microsoft Office

SAP

Freshdesk Customer Management System

Job description

Overview

The Service Coordinator will be the first point of contact for our customer base, responding to requests for support and providing excellent service levels. The role includes the following key tasks:

• Responding to requests for support (via email, phone and tickets)
• Administrative service tasks including logging updating and managing service calls and tickets
• Arranging reactive service calls to customer sites
• Ensuring service response and resolution times are met
• Following up with service engineers for comprehensive Field Service Reports
• Feeding back to customers following reactive and scheduled service works
• Managing return of faulty parts and processing for repair
• Quoting for out of warranty support and parts repair
• Liaising with service engineers for technical support
• Scheduling and arranging preventative maintenance, and managing a scheduled works calendar arranging labor to meet requirements
• Identifying, tracking and raising service escalations to the Service Manager
• Producing customer specific Service reports and metric intelligence on a periodic basis
• Suggesting any operational improvements or changes to the Service Manager

The successful candidate will have excellent communication skills, a pro-active approach and will work with a degree of urgency to deliver the best possible service levels. We are looking for someone to own the role, being accountable and responsible for the daily mechanics of Service Delivery, and to help us in our ambitions to develop an industry-leading Service team.

Qualifications and Skills

• At least 5 GCSE including Maths & English
• Excellent command of English grammar and spelling
• Minimum 2 years in a similar service desk role
• Experience working with customers directly

System Knowledge

• Competent with Microsoft Office including Outlook, PowerPoint, Word, Excel
• Familiarity with customer service management systems or ticketing portals
• Experience working with SAP
• Experience with Freshdesk Customer Management System

Qualities and Attitude

• Excellent communication skills
• Self-motivated and driven
• Empathetic with customers and a desire to resolve issues in a timely manner
• Ability to work under pressure and to deadlines
• Ability to work effectively without direct supervision
• Understanding of data and reports
• Must have own transport - be able to reliably attend Snelling offices
• Pro-active and driven
• A desire to learn and progress
• Keen interest in technology