JOB DETAILS
As a Customer Support & Planning Coordinator, you will be the heartbeat of service delivery – acting as the first point of contact for customers while coordinating field engineers to ensure every request is handled efficiently and professionally.
This role is pivotal where customer experience meets operational excellence. You will balance real‑time problem solving with smart planning, ensuring the right engineer is in the right place at the right time.
RESPONSIBILITIES
* Act as the first point of contact for customers via phone, email and digital channels
* Manage customer queries with professionalism, empathy and urgency
* Schedule and coordinate field engineers, ensuring optimal route planning and SLA adherence
* Allocate and prioritise work orders based on skills, availability and location
* Communicate updates to customers and internal stakeholders to keep everything running smoothly
* Escalate complex issues and ensure they are resolved quickly and effectively
* Maintain accurate records, support administrative processes and manage service data
* Continuously improve service delivery through attention to detail and proactive thinking
SKILLS AND EXPERIENCE
You may already be working in customer support, service coordination or a helpdesk environment – or you could have strong organisational skills ready to step into a more operational role.
WE ARE PARTICULARLY INTERESTED IN PEOPLE WHO
* Have experience in a customer‑focused environment primarily within an office
* Remain calm and solutions‑focused under pressure
* Communicate clearly and confidently with a wide range of stakeholders
* Juggle multiple priorities without losing attention to detail
* Enjoy problem‑solving and making things run more efficiently
* Use systems and tools such as Microsoft Office or service platforms
* Bring energy, accountability and a genuine commitment to delivering great service
Experience in dispatching or field service coordination is beneficial, but not essential – attitude and capability matter just as much here.
We value candidates with AI literacy – individuals curious about technology, comfortable exploring automation and eager to contribute to a modern, forward‑thinking business.
BENEFITS
* Flexible working options
* 33 days holiday including bank holidays
* Holiday purchase scheme
* Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
* Two paid days off per year for voluntary work to support local communities
* Staff Reward Scheme
* Pension scheme
* Life assurance 4 × salary
* Professional development sponsorship
* Employee Assistance Programme, including financial wellbeing support
* Mental health first aider support programme
* Cycle2work scheme
* Discounted gym membership
* Eye care voucher scheme
* Free flu vaccinations
* Employee social events and recognition activities throughout the year
* HP Employee discount programmes
* Mobile phone discounts
DIVERSITY and INCLUSION
We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.
We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from reservists, veterans, cadet force adult volunteers and military families.
Diversity and inclusion are at the heart of our success. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.
#J-18808-Ljbffr