At a Glance
- Tasks: Coordinate service activities and deliver top-notch customer support in a dynamic environment.
- Company: Join Ocular, a leading security systems integrator with a commitment to exceptional service.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Work in a supportive team culture with a focus on innovation and career development.
- Why this job: Be the vital link between customers and engineers, making a real impact on service delivery.
- Qualifications: Strong admin skills, excellent communication, and a passion for customer service are essential.
The predicted salary is between 28000 - 28000 £ per year.
We’re looking for a highly organised, customer-focused professional to join our team at Ocular and help deliver the responsive, class-leading service. This varied opportunity suits someone who combines strong administration, communication and commercial awareness with a genuine commitment to customers.
If you’ve also worked in the following roles, we’d also like to hear from you: Service Administrator, Customer Service Administrator, Helpdesk Coordinator, Customer Service Coordinator, Service Support Coordinator, Operations Coordinator, Service Scheduler, Service Desk Coordinator.
SALARY: £28,000 per annum + Benefits
LOCATION: Hybrid working 2 days from home and 3 days in the Nottingham Office (NG15) (near the M1 Junction 27)
JOB TYPE: Full-Time, Permanent
JOB OVERVIEW
This is a varied opportunity to become a central link between Ocular’s customers, engineers and service leadership. The Service Coordinator / Administrator will coordinate service activity, customer updates and job progression against SLAs and internal targets. Known internally at Ocular as Service Coordinator, the Service Coordinator / Administrator will help turn faults, queries and planned maintenance into well-managed outcomes while keeping records and commercial processes on track. Working within Ocular’s proactive, customer-driven culture, the Service Coordinator / Administrator will build trusted relationships with customers, engineers and suppliers while supporting service.
ABOUT US
Ocular is an independent security systems integrator with over four decades of experience delivering security solutions across high-security, public space, transport, and infrastructure projects throughout the UK and Ireland. The company is committed to building long-lasting customer relationships by delivering exceptional service at every stage. Through strong partnerships with leading technology providers, Ocular remains at the forefront of innovation, delivering reliable, tailored security solutions to meet each customer’s unique requirements. As part of Synectics Plc, our company values underpin everything we do, and we consistently recognise individuals within our business who demonstrate these behaviours.
DUTIES
- Customer Service and SLA Delivery: Deliver excellent customer support while helping ensure agreed SLAs and internal service targets are met.
- Engineer Scheduling and Job Coordination: Book work with customers, allocate activity to engineers and follow up jobs through to closure or further action.
- Service Call Management: Log and process corrective and preventative service calls accurately in Solarvista and keep records updated.
- Customer Communication: Provide clear updates, respond professionally to queries and support effective fault resolution.
- Compliance Documentation: Coordinate relevant H&S paperwork, RAMS and training certificates for customer approval where required.
- Parts and Plant Coordination: Arrange and dispatch plant, spare parts and replacement parts to support service delivery.
- Contract Performance Monitoring: Identify issues, delays or trends that could affect KPIs, SLAs or wider contract performance and escalate.
- Commercial Administration: Support quotations, chargeable works, supplier invoice approvals, invoicing requests and other financial processes.
- Paperwork and Record Control: Collate, issue and manage documentation in line with company and client financial procedures.
- Supplier and Subcontractor Liaison: Maintain effective working relationships with suppliers and subcontractors.
- Performance Reporting: Support the Helpdesk Team Leader with key performance reporting and deputise when required.
- Standards and Procedures: Work in line with company and client procedures, relevant ISO and NSI standards, codes of practice and Health and Safety requirements.
CANDIDATE REQUIREMENTS
ESSENTIAL
- Track record of delivering excellent customer service in a customer-facing role.
- Strong administration skills and confidence using Microsoft Office.
- Excellent organisation skills with the ability to work under pressure and meet deadlines.
- Excellent written and verbal communication skills.
- Commercial awareness with the ability to balance customer service, efficiency and cost control.
- Strong geographical knowledge of the UK to support effective planning and job allocation.
- Team-focused approach with the ability to support colleagues and contribute to a high-performing environment.
- Eligibility to live and work in the UK, with verification required before employment starts.
DESIRABLE
- Knowledge of Solarvista Business Manager.
- Experience within a mechanical or electrical engineering environment.
Our Commitment to Equality and Diversity
Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development, and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
Service Coordinator / Administrator in Kirkby in Ashfield employer: Ocular
Ocular is an exceptional employer that values technical expertise and fosters a supportive work culture, making it an ideal place for Senior Field Service Engineers. With a commitment to employee growth through mentorship and training, alongside competitive salaries and benefits, Ocular ensures that its team members thrive in their careers while working on innovative security solutions across the Republic of Ireland. The company's dedication to equality and diversity further enhances its appeal as a workplace where every individual can contribute meaningfully.
StudySmarter Expert Advice🤫
We think this is how you could land Service Coordinator / Administrator in Kirkby in Ashfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ocular. 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 Ocular 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 Coordinator / Administrator in Kirkby in Ashfield
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 Ocular:Your cover letter is your chance to shine! Tell us why you want to work at Ocular 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 Ocular!
How to prepare for a job interview at Ocular
✨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.
