Location: Tachbrook park
Role: Customer engineering coordinator Lvl 1
Pay rate: £12.91
Hours: Monday - Friday, 08:30am - 1700pm with 1 hour lunch break (37.5 a week)
Start date: ASAP
End date: 31/12/2025
Key purpose -
You will be responsible in dealing with the administration of gas related emergencies, service orders and the Maintenance of Company Assets program. Ensuring that industry and departmental procedures are followed, and that appropriate action is taken.
The role is varied and involves dealing with both internal and external customers at all levels, ensuring that you issue excellent delivery of customer service skills, in line with meeting customer and Calor's requirement
Key Responsibilities -
Create work orders in line with Calor policy and training materials, ensuring that labour, equipment and material requirements are captured, and all required purchase orders are raised.
Scheduling colleagues to ensure appointments are confirmed with customers in a timely manner.
Raise purchase orders using Calor's ERP system, in line with business policies, both inside and outside work orders.
Place material orders with suppliers and arrange delivery of parts to site
Use external search sites to obtain additional information for orders and planning
Review aborts and cancellations, then manage the next appointment.
Review work orders to support the teco and closure process
Ensure all communication is responded to within 48 hours or a holding letter sent.
Produce customer letters using Calor's standard templates and simple bespoke letters using Calor's approved font and layout.
Manage individual Accounts Payable queues and ensure accurate accountancy.
Raise & monitor cases within Calor's CRM system.
Always take personal ownership for safety, considering others and your own wellbeing.
Answer calls in a profession and timely manner, in line with our SLAs
Ensure that GDPR is adhered to before giving any information to the caller
If the nature of the enquiry requires and where technology permits, we will always offer to transfer a caller to another location rather than ask them to dial another number. Obtains up to date customer contact details and updates CRM during each contact.
Take ownership of all verbal customer queries/concerns and communicates resolution within agreed timescales.
Demonstrate teamwork by supporting colleagues and sharing best practice. Liaise with all departments and management.
Offer accurate information, within given parameters, to customer requests, offering a high standard of customer service.
Handle incoming queries from Customer Service Engineers, Depots and Contractors.
Take every opportunity to promote Calor services to the customer, communicate, both written
and verbally, in a professional and empathetic manner.
Be able to work and co-operate as part of a team, assisting and supporting colleagues, TL's
and other departments, when necessary.
Assist in developing processes for constant improvement for the benefit of the customer and
Calor's business goals.
Be receptive to complaints or problems, research and resolve in a timely and effective manner.
Knowledge, Skills and experience
Displays excellent written and verbal communication skills.
Ability to use initiative and analyse problems.
Excellent interpersonal skills are essential, along with a calm yet assertive manner.
Have the ability to work as a team member with a flexible and adaptable approach.
Demonstrate customer focus and be tenacious in pursuit of business and team goals
A background in a customer service/call centre environment is preferable but not essential
Educated to GCSE standard or equivalent including English Language and Mathematics