At a Glance
- Tasks: Be the go-to person for customer queries and ensure smooth service delivery.
- Company: Join a supportive and growing business in Manchester.
- Benefits: Enjoy a competitive salary, 25 days leave, gym membership, and ongoing training.
- Other info: Great career development opportunities in a fast-paced environment.
- Why this job: Make a real impact by delivering exceptional customer service every day.
- Qualifications: Experience in customer service or helpdesk roles with strong communication skills.
Location: Manchester M27
Salary: £25,000 - £30,000 (DOE)
Hours: Full Time | Monday to Friday (37.5 Hours)
Are you an organised, customer-focused Service Desk Coordinator looking to join a growing business where you can develop your career? We're looking for a proactive individual to become the central point of contact between customers, engineers and internal departments, ensuring service requests are managed efficiently from initial enquiry through to completion. This is an excellent opportunity for someone with experience in a Service Desk, Helpdesk, Customer Service, Service Coordinator or Facilities Helpdesk environment who enjoys working in a fast-paced office.
Why Join Us?
- Salary of £25,000 - £30,000 depending on experience
- Monday to Friday working pattern
- 25 days annual leave plus bank holidays
- Company pension
- Health & wellbeing programme
- Gym membership
- Enhanced maternity and paternity pay
- Ongoing training and career development
- Supportive and growing business
The Role
As a Service Desk Coordinator, you'll be responsible for ensuring customer requests are logged, prioritised and progressed efficiently while maintaining excellent communication throughout. Working closely with the Service Delivery Manager and wider operations team, you'll play a key role in delivering exceptional customer service and ensuring service level agreements are achieved.
Key Responsibilities
- Act as the first point of contact for customer enquiries via phone and email
- Log, monitor and update service requests using CRM and service management systems
- Coordinate workloads and ensure jobs are progressed within agreed timescales
- Liaise with customers, engineers and internal departments to provide regular updates
- Escalate priority issues where required
- Maintain accurate records and service documentation
- Produce reports and assist with service performance monitoring
- Support continuous improvements across the service desk function
- Deliver outstanding customer service at all times
What We're Looking For
- Previous experience within a Service Desk, Helpdesk, Customer Service or Service Coordinator role
- Excellent communication skills, both written and verbal
- Strong organisational and time management skills
- Experience using CRM or Service Desk software
- Good Microsoft Office skills, particularly Outlook, Excel and Word
- Ability to prioritise multiple tasks in a busy environment
- A positive attitude with a strong customer-first approach
Desirable Experience
- Experience using Jira, ServiceNow or similar service desk software
- Knowledge of service management processes or ITIL principles
- Experience working within technology, engineering, logistics or facilities management
Career Development
This role offers genuine opportunities to develop your skills within service delivery and operations. You'll work alongside experienced professionals, receive ongoing support and have the opportunity to progress as the business continues to grow.
Service Desk Coordinator in Manchester employer: HVAC Total FM Recruitment
Join a respected legal practice in Colwyn Bay that values its employees and fosters a friendly, professional work environment. With competitive salaries, generous annual leave, and free on-site parking, this role offers not just a job but a chance to grow within a supportive team dedicated to outstanding customer service. Embrace the opportunity to be the welcoming face of the firm, where your contributions are recognised and appreciated.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Coordinator in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HVAC Total FM Recruitment. 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 HVAC Total FM Recruitment 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 Desk Coordinator in Manchester
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 HVAC Total FM Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at HVAC Total FM Recruitment 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 HVAC Total FM Recruitment!
How to prepare for a job interview at HVAC Total FM Recruitment
✨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.
