Customer Support Coordinator

Job Description

We are currently seeking an experienced Customer Support Coordinator / Co-ordinator to join our customer service team based in Dartford. It is an exciting time to join us and we are looking for someone with a positive and can-do attitude who works wellwhen collaborating or individually.Role: Customer Support Coordinator / Co-ordinatorSalary: up to £22-25,000 DOEHours:9 a.m. to 5.00 p.m. Monday to Friday 35 per weekLocation: DartfordAbout UsWe are a physical security solution provider, offering protection for organisations and businesses for over 30 years. We are the UKs leading designer, manufacturer, and installer of bespoke physical security products, operating in a niche market and a keysupplier to blue chip customers in the Banking Industry, Petrol Retailers, Police Forces, the Post Office and several Public Sector clients including Local Authorities, Several Police Forces and the NHS.We are part of Newmark Security, a successful and ambitious PLC in the Security and Technology sector. It consists of two main businesses, and we are transitioning to new business sectors and have recently put in place a plan to develop our portfolio andgrow business.The RoleAs the first point of contact to our customers and field technicians, you will be an enthusiastic and delivery focused individual with exemplary customer service skills and the ability to adapt and respond to customer needs in a professional and efficientmanner.With typical call volumes of 100 plus a week, the role requires both a pro-active and responsive mindset, by way of scheduling servicing appointments and responding to helpdesk calls from customers. A solid understanding of pricing and understanding of commercialisingservicing contracts would also be beneficial.The role would suit an individual looking for career progression and someone who wants to be part of a fast-paced customer service team environment.Key Responsibilities

• Branch/Customer Liaison
• Job Updates
• Service Technician Diary
• Quotations
• Invoicing

Objectives

• Providing first-line support existing and new customers incorporating call logging and assignment to our engineers, / maintaining the Job Scheduling Board and identifying potential additional job requirements.
• Management of job records to ensure compliance with our policies from call logging to job completion and that supporting documentation is supplied upon job completion.
• Assisting the Head of Support in delivering a first class service by supporting the Operations team as required by adopting a proactive attitude to resolving queries and problems both office and field based.

Tasks

• Receiving telephone calls/ and e-mails from both customer staff directly and Facility Management Helpdesks relating to reactive call-out work.
• Solving problems by telephone, where possible, or by allocating technicians and scheduling site visits as appropriate in accordance with ourcontractual obligations and SLAs.
• Assisting the Customer Support Manager by co-ordinating booking of maintenance visits each week to ensure that the company complies with its monthly service target to customers
• Providing telephone diagnosis of problems on site and the resolution wherever possible, thus reducing the number of calls requiring site visit by service technicians.
• As a Customer Support Telephone Helpline user to accurately and promptly log all client call out requests onto the EFACS System.
• Monitoring response times to all logged calls escalating priority status as necessary within default response time bands by rescheduling technicians appointments to suit.
• Monitoring the receipt of timesheets, service reports and any other associated technician administrative details (expenses, fuel receipts etc.) to ensure paperwork is passed to the appropriate team.
• Emailing or printing, any Technician paperwork, technical data, or correspondence such as electronic parking receipts that is required.
• Monitoring the accuracy of EFACS System Database details and report any deficiencies to the Customer Support Manager for rectification.
• Compiling and distributing service documentation to field staff technicians as required.
• Assisting with the filing and distribution of all incoming Customer Support documentation.
• Monitoring of technician van stock levels and the frequency of re-issue of stock to technicians from Dartfords main stores.
• Relaying call status information to customer helpdesks as requested and taking appropriate action as required.
• Create and monitor pro-forma invoicing and daily invoicing ensuring that invoices are raised in a timely manner and 100% accurate.
• Other ad hoc service delivery tasks as defined by the Head of Support.

Required Experience & Qualifications:

• Grade A-C in English Language/Literature & Maths
• Excellent customer service and communication skills with the ability to liaise with both internal and external stakeholders.
• The ability to manage and provide a solution in response to complex enquiries, both office and field based.
• Intermediate-Advanced IT skills
• Excellent administration skills and an eye for detail coupled with accuracy.

Nice to have:

• Previous experience in a Customer Service led environment.
• Previous experience in diary management/job scheduling
• An understanding of Service Contracts and provisions
• Level 2 NVQ Certificate/Diploma in Customer Service or similar

Benefits

• Competitive salary
• 22 days holidays a year
• Contributory pension plan
• Medical insurance scheme (eligible after 12 months service)
• Salary Sacrifice Scheme (Bike to Work)
• Confidential Telephone Counselling Service

Equal opportunities We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; p

Keyskills :
Customer Supportaccount managercustomer serviceCSMcustomers