Customer Scheduling Coordinator in Northampton

Change your job, change your workplace, change your future. We are actively building diverse teams and welcome applications from everyone.

Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)

Package: Competitive Salary, Pension, Benefits

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools. Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative, enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

What you will be doing:

• Responsible for the effective scheduling of technical resource across a designated customer base, for all activities including site surveys, project deployments and break fix, ensuring utilisation of Technician resource is maximised to achieve customer Service Level Agreements.
• Act as an escalation point to support delivery of service and team performance, ensuring escalation path is adhered to or additional support is sought when necessary.
• Provide accurate daily updates on customer management via web-based applications or email, to ensure that project teams and Service management have an up to date and accurate picture on resource and customer incidents.
• Liaise regularly with relevant Senior Management and/or Service Delivery Manager to ensure they are aware of any customer escalations or issues, to allow proactive action to be taken when needed to ensure Service Level Agreements are not impacted.
• Provide reporting and management data on relevant customer accounts, both internally and externally, to update on service productivity, utilisation and other key performance indicators.

You will ideally have:

• Excellent written communication skills
• Excellent telephone manner
• Excellent customer service skills
• Experience of scheduling technical resource
• Experience of working with a scheduling system
• Knowledge of Service Advantage Products, Lockers, robotics etc.
• Good knowledge of Microsoft Excel
• Experience of creating reports and developing processes to automate reporting
• Negotiation skills
• Problem solving skills

We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible. In return for your commitment, we can offer you:

• Flexible and hybrid working in line with role requirements
• An inclusive workplace
• Excellent package with solid basic, strong bonus and company benefits including:
• A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
• Flexible retirement plan
• Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
• Company car / car allowance (role-specific), cycle to work scheme
• Career development and life-long learning opportunities
• Opportunity to join a global company

Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society. For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values. Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers. By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations.

We are an equal opportunities employer. We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non‑membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief. To empower you to bring your full identity to work, we have employee‑led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.