Overview
Perhaps you have some service desk experience and you’re looking for a fresh start.
We have an excellent opportunity to join a market leading company who are renowned for looking after their staff, supporting their development.
We are seeking a proactive and highly organised Customer Service Desk Coordinator to support the planning and coordination of service activity. You will ensure reactive and planned jobs are scheduled efficiently, SLAs are met, and engineers are supported to deliver excellent customer service.
Key Responsibilities
* Plan and coordinate reactive and planned service jobs to meet SLAs
* Support engineers to maximise daily job completion and close jobs accurately
* Monitor, manage and report SLA performance using customer systems
* Manage resource planning, including emergency works and job reallocation
* Ensure accurate data, reporting and information flow across systems
* Escalate risks or concerns to management in a timely manner
* Support process improvement, quotations and contract requirements
* Provide weekend support where required
* Ensure compliance with Health & Safety and company procedures
Skills & Experience
* Strong organisational, communication and time-management skills
* Confident working in a fast-paced, service-driven environment
* Excellent analytical and reporting ability
* Strong IT skills and ability to learn bespoke systems
* Effective team player with cross-functional working experience
Personal Qualities
* Positive, proactive and customer-focused
* Resilient, flexible and able to work under pressure
* High-energy “can-do” attitude with strong problem-solving skills
* 30 days Holiday (inclusive of Bank Holidays)
* 40 hours per week (Monday to Friday)
* Office based in Elstree, Hertfordshire
* Supportive Management Team