Customer Support and Planning coordinator. in Maidstone

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT, delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world's leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

Working pattern is Monday to Friday, 8:00am-17:00pm, 8:30am - 17:30pm and 9am - 18:00pm - on a rota basis. Hybrid after training. £25,396.80 per annum.

Join Apogee as a key part of our customer and field operations team. In this role, you'll be the central point of contact for customers and engineers, delivering exceptional service and support across phone, email, portal, and chat. You'll manage work orders, schedule and optimise engineer visits, provide updates, and resolve escalations efficiently. Your responsibilities will also include maintaining accurate records, handling administrative tasks, staying up to date with our products and services, and ensuring all interactions comply with company policies and service standards.

If you're organised, proactive, and enjoy helping both customers and colleagues succeed, this is the role for you. As Customer Support & Planning Coordinator, you will perform a crucial role in ensuring customer satisfaction and maintaining positive relationships between the company and its clients. You will act as the first point of contact for our customers, addressing inquiries, resolving issues, efficiently scheduling and coordinating field service activities, ensuring that work orders and tasks are assigned to field engineers in a timely and effective manner, and providing support to enhance the overall customer experience.

This role involves close communication with field engineers, customers, and other internal teams to optimise service delivery and maintain high levels of customer satisfaction. Respond to customer inquiries via phone, email, portal, or chat, providing timely and accurate information. Communicate with customers to confirm appointments, provide updates on service appointments, and address any concerns or inquiries.

Skills and Experience Required:

• Experience in a client-focused customer service environment along with strong administration skills.
• Experience in dispatching, field service coordination, or a related role is advantageous.
• Excellent communication and interpersonal skills, and the ability to remain calm under pressure.
• Patience and empathy when dealing with customer issues.
• Proficiency in using customer support software and other relevant tools, i.e. Microsoft Office.
• Strong problem-solving and decision-making abilities.
• Attention to detail.
• Strong organisational and multitasking skills.
• Knowledge of geographic areas served to optimise routes is advantageous.

Benefits:

• Flexible working options.
• 33 days holiday including bank holidays.
• Holiday purchase scheme.
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF).
• 2 paid days off per year for voluntary work to support our local communities.
• Staff Reward Scheme.
• Pension scheme.
• Life assurance 4 x salary.
• Sponsorship for professional development and memberships.
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support.
• Mental health first aider support programme.
• Cycle2work scheme.
• Discounted Gym Membership.
• Eye care voucher scheme.
• Free flu vaccinations.
• Employee social events and recognition activities throughout the year.
• HP Employee discount programmes.
• Mobile phone discounts.

Why Join Apogee:

At Apogee, our values Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them. Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer, we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 - we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families. Our award-winning customer service speaks for itself - take a look at our excellent Trustpilot reviews and our Customer Experience Foundation Membership accreditation. Our application form is quick and easy - no need to repeat your entire CV! Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.