lavori da Customer Success in località Germania

The Works Co-ordinator role has responsibility for setting the highest of standards when it comes to our customer journey / experience. With a strong focus on quality, communication and process this role will provide support to the wider teams and also establish strong relationships with our clients by being their first point of contact for any issues or concerns that may arise. This role will include travel to other AVK office and some client sites.

• Plan, deliver and schedule all Annual, bi-annual, quarterly and monthly Services, liaising with Clients and Site Engineers.
• Deliver additional contract services including Air System Services, Fuel System Maintenance and OFTECS.
• Plan, deliver and schedule all generator repair works and LCR works, liaising with Clients, Site Engineers and suppliers.
• Liaise with sub-contractors to negotiate delivery of services, equipment and manpower.
• Order in Consumables for Service calls.
• Work as part of the Scheduling Team focussed on the efficient delivery of planned Site visits to meet customer expectations and financial targets.
• To build an efficient & effective schedule for each Service Engineer in their allocated area working weeks ahead. Ensuring engineers' utilisation is maximised.
• Monitor and follow-up on outstanding remedial works to close out with clients as required. Liaising with the technical services team over resolution.
• Work alongside Technical Service Team personnel to find innovative solutions to ensure continued improvement of effectiveness of planning and Service Contract Margins.
• Partake in weekly operations and scheduling meetings.
• Be the SPOC (single point of contact) for dedicated key accounts.
• Processing EMC (emergency call out) from receiving the initial call, to raising a job and dispatching the engineer.
• Complete RAMS for each Service visit, raise Purchase Orders to suppliers and sub-contractors.
• Utilising our in-house system to raise PO's, job numbers and scheduling works.
• Submitting and applying for work e-permits.
• Liaise with the Service Contracts Sales Team throughout the Year. Keep them appraised of any areas where cost improvements need to be made, access and security issues.
• Correspond with the Contract Administration Team to ensure all relevant information is provided in the hand-over of new Contracts. Highlight changes in personnel, assets & any other administrative updates.
• Liaising with the Key Account Manager over collating data for contract reviews.
• Compiling fluid sample reports for key clients.
• Point of contact for all Engineers queries on scheduled works.
• Liaising with engineers over progress of works and any reactive changes to scheduled works.
• Invoice and Purchase Order Management for all Service works.

• Proven track record of driving operational excellence in a client-facing environment.
• Exceptional problem-solving, process development, and project management abilities.
• Excellent communication and interpersonal skills, with a client-first mindset.
• Familiarity with CRM platforms, customer support tools, and performance analytics.
• Experience in a high-growth, fast-paced industry.
• Familiarity with customer success frameworks and operations scaling.
• Knowledge and experience in organisational effectiveness and operational management.
• First class communication skills, able to gain support and collaboration across the business.
• Articulate with excellent rapport and team building skills.
• Conflict management, adaptability and ability to work under pressure.

• Private Health Insurance
• Performance Bonus
• 25 days annual leave + bank hols
• Birthday Off
• Pension Plan
• Hybrid working / Flexible working