Service Coordinator

The Service Co-ordinator is a key role, working closely with the Contracts Manager, to manage and deliver a high standard of service to the company’s extensive list of customers. With a key focus on job management, this is a demanding role where the ability to simultaneously handle multiple priorities whilst delivering a consistently high level of work is fundamental. The postholder will ideally have experience in service management and general administration duties. This position requires great communication, documentation and reporting skills, along with an attention to detail and the flexibility to work in an agile and demanding environment. The postholder will work closely with all departments to deliver best-in-class service.

Key Responsibilities:

• Working with a dedicated Contracts Manager, support a defined customer list to deliver job management on a variety of service jobs including contracted works.
• Utilizing the companies CRM software, and with direction from the Contracts Manager manage a series of jobs at varying stages and ensure a high level of service is always delivered.
• Engage with customers to deal with their reactive and preventative service requirements understanding the urgency and severity of all enquiries and responding with the appropriate speed.
• Manage the forecasting and scheduling of up-coming works with the operations team ensuring dates are in-line with customer expectations and resource is allocated from a shared pool.
• Generation and administration of all job documentation including RAMS and work-packs so engineering staff have all the required information pre job commencement.
• Ordering of all materials and services for confirmed jobs.
• Produce and send technical quotes to customers, with direction from the Contracts manager.
• Preparation of completed jobs for invoicing ensuring all services and materials are captured and detailed.
• Chasing and administrating client purchase orders, ensuring they are assigned to the relevant job(s) and that job owners are made aware.
• Act as an SME for the companies CRM software, with training provided.
• Utilize the CRM software to its fullest and ensure its consistently up to date and as accurate as possible.
• Producing complex reports for tracking KPIs.
• Preparation of customer service certificates and documents relating to jobs/projects.
• Issue job appointments and communications to Engineering staff, ensuring a seamless dialogue between on-site and off-site team members.
• Lead on the booking and management of travel and accommodation for jobs, ensuring personnel have full details of all arrangements.
• Lead on the booking and management of logistics tasks, arranging courier companies to collect and distribute parts and/or equipment.
• Source and order parts and materials for stock at the Workshop Manager and/or engineering staff requests - utilizing the business stock system and CRM software.
• Greet visitors and answer incoming phone calls, directing to the relevant person/department.
• Managing and filing of relevant documentation.

Person Specification

Essential

• A good standard of education attainment with a minimum of 5 national 5s (or equivalent) including Maths and English.
• A minimum of 2 years experience in providing administrative support within a busy office environment.
• Working with heavy workloads and prioritizing jobs/duties.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Excellent communication skills and a professional phone etiquette.
• Strong attention to detail and accuracy.
• IT proficient: advanced use of Word, Excel, and PowerPoint.
• Ability to remain focused on the aim when under pressure.
• Personal organization and time management.
• Customer focused.
• Proactive approach.

Desirable

• HNC/HND in business administration.
• Degree in business administration.
• Experience of working within an engineering environment.
• Experience in analytical problem solving.
• Knowledge of management systems and procedures.
• Experience of using a variety of CRM software (i.e. E-Works Manager, SAP, Simpro).
• An appreciation and understanding of working within an ISO 9001 quality management system.