Service Desk Co-Ordinator

Cochran Ltd; Newbie; On-site; GBP 21,000 - 27,000; Full time

Job summary

Cochran Ltd in Newbie is seeking an organised Service Desk Co-ordinator to support the Service team and deliver outstanding customer service. You’ll act as a central point of contact for internal and external customers, manage service requests, co-ordinate engineers and maintain accurate service records.

Reporting to the Customer Services Manager, the role suits someone who thrives in a fast-paced helpdesk environment and can balance competing priorities with a high standard of accuracy and

Qualifications

• Experience in coordinating service requests and liaising with customers.
• Ability to prioritise workload and manage multiple tasks.
• Excellent communication and organisational skills.
• Accurate attention to detail in documentation and records.

Responsibilities

• Take and liaise customer service requests via CRM.
• Keep CRM data up-to-date and accurate.
• Manage SI contracts from estimate through scheduling.
• Book work for service engineers to maximise utilisation.
• Plan and allocate resources for SI visits per contract.
• Liaise with internal and external customers.
• Ensure timely invoicing.
• Review job reports and pass follow-ups.
• Coordinate with engineers and clients to align records.
• Perform general administration (travel, expenses, timesheets).

Skills

Customer service

Organisational skills

Communication skills

Attention to detail

Prioritisation

Work under pressure

Tools

CRM software

Microsoft Office

Job description

We’re looking for an organised and customer-focused Service Desk Co-ordinators to support our Service team and help deliver exceptional customer service. Acting as a central point of contact for both internal and external customers, you’ll play a key role in managing service requests, co-ordinating engineers and maintaining accurate service records. Reporting to the Customer Services Manager, this role is ideal for someone who thrives in a fast-paced helpdesk environment and can balance competing priorities while maintaining a high standard of accuracy and professionalism.

Pattern: Full-time, 37 hours per week, Mon - Thurs 8am-4:30pm, and Fri 8am-1pm.
Based: Newbie Office
Reports to: Customer Services Manager
Direct reports: None

Main Tasks and Responsibilities

• Taking and liaising customers service requests via current software package
• Ensure all data in the Customer Relationship Management system (CRM) are up to date and accurate
• Manage Service Inspection (SI) contracts from estimate, planning and scheduling of new and current business
• Booking in work for service engineers ensuring their time is fully utilised and in line with any customer service level agreements
• Planning, co-ordinating and allocating resources to ensure all SI service contract visits are undertaken as per the agreed contract schedule in liaison with the client.
• Liaising with internal and external customers
• Ensure all invoicing is completed in a timely manner
• Checking job reports to ensure any further identified or required work is actioned or passed to the relevant internal contract for quotation or follow up.
• Liaising with service engineers, and internal customers to align job records
• General administration duties, which include but are not limited to, arranging car hire, booking accommodation, submitting expenses, consolidating overtime and timesheets.

Skills and Qualities Desirable from Post Holder

• This key position requires the ability to work under pressure whilst retaining and ability to stay focussed and able to prioritise workload.
• A high level of organisational skills will be required
• Ability to deal with challenging customer service situations, and a high level of assertiveness
• Good understanding of geographical locations, and associated travel time.
• Familiar with IT systems, such as Microsoft Office.
• Excellent communication skills
• Ability to prioritise workload.
• Accurate attention to detail.