At a Glance
- Tasks: Support customers with fire safety systems and ensure excellent service delivery.
- Company: Join a dynamic team at Alpine, committed to customer satisfaction.
- Benefits: Enjoy 22 days holiday, bonuses, health plans, and company events.
- Other info: Inclusive workplace welcoming diverse applicants and offering career growth.
- Why this job: Make a real difference in fire safety while developing your skills.
- Qualifications: Customer service experience and ability to handle multiple tasks under pressure.
The predicted salary is between 40500 - 49500 £ per year.
Location
- Bury, Manchester (on-site)
- PURPOSE
To support our customers in the delivery of planned maintenance and remedial work to maintain their fire safety systems.
To provide high standards of customer service to all Alpine customers through the effective use of processes and systems, measured against agreed KPI’s and in line with our Alpine Vision and values.
- DESCRIPTION OF THE ROLE (including accountabilities)
- To provide customer service excellence with all contacts through all relevant channels – email, phone, customer portals and Alpines inhouse management system – AIMS.
- To work collaboratively with other business functions to ensure high customer service is consistently delivered. E. g. liaising with other departments within the business.
- To deliver efficient scheduling of engineers to ensure we meet the requirements of our Customers Service Level Agreements – planning and organising work for engineers consisting of service level PPM’s, remedial works, call outs and relevant training days.
- To ensure individual performance actively contributes to the achievement of the agreed key performance indicators of ppm fulfilment, reactive response, and corrective measures in line with LPC requirements and Alpine competencies.
- Prioritise tasks and workload on a day-to-day basis.
- To accurately manage individual customer portals (uploading certificates, job cards and quotations).
- Adhere to policies and procedures relating to Health &Safety and Quality Assurance. Issuing RAMS for PPM and remedial works.
- Monitoring collective Service Delivery inbox and actioning any inbound queries or callouts.
- Actively making outbound phone calls to engineers and clients and in turn receiving inbound phone calls.
- Ideal candidate will be able to work well under pressure and in a fast-paced reactive environment.
- The above accountabilities may change as the role develops.
ESSENTIAL EXPERIENCE
- Previous experience in a customer service, service coordination, or administration role.
- Experience scheduling or coordinating engineers, technicians, or field-based staff.
- Experience handling a high volume of phone calls, emails, and customer queries.
- Experience working in a fast-paced, reactive environment with competing priorities.
- Experience using CRM, scheduling, or job management systems (experience with AIMS would be an advantage but isn't usually essential).
- Confident using Microsoft Office, particularly Outlook, Excel, and Word.
BENEFITS
- 22 days holiday + bank holidays
- Up to 10% Company Bonus Scheme (5% in Dec and 5% in Jun)
- Holiday Purchase Scheme (colleagues have the chance to purchase up to 5 days additional annual leave)
- Health Cash Plan
- Enhanced Sick Pay
- Enhanced Mat/Pat Leave
• Company Events!
Disability Confident Employer
We are proud to be a Disability Confident Employer and are committed to creating an inclusive workplace where everyone has the opportunity to succeed.
We welcome applications from people of all backgrounds, including disabled candidates, and are dedicated to providing a fair and accessible recruitment process.
If you require any reasonable adjustments at any stage of the recruitment process or throughout your employment, please let us know.
We will work with you to provide the support you need to perform at your best.
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Service Delivery Coordinator in Bury employer: Alpine Fire Engineers Ltd
As a Trainee Health, Safety & Environment Officer, you will join a dynamic team dedicated to fostering a culture of safety and compliance within a supportive work environment. Our company prioritises personal development, offering extensive training opportunities and a generous holiday purchase scheme, ensuring that you can grow your career while maintaining a healthy work-life balance. With a commitment to employee well-being and a collaborative atmosphere, we are an excellent employer for those seeking meaningful and rewarding employment in the health and safety sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Coordinator in Bury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Alpine Fire Engineers Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Alpine Fire Engineers Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Coordinator in Bury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Alpine Fire Engineers Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Alpine Fire Engineers Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Alpine Fire Engineers Ltd!
How to prepare for a job interview at Alpine Fire Engineers Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
