Customer Service Coordinator Markham Moor Salary - £30k The general role purpose is to organise, co-ordinate field engineers on site jobs logged into the system. To schedule their routes and maximise their day. Key Responsbilities * Take handle incoming calls from customers and look to problem solve them. * To escalate client queries to relevant departments where necessary * Logging client queries on system and updating accurate information. * Communicate on-call rota changes to out of hours teams * Carry out an initial investigation around concerns by speaking with the engineers, confirming a plan of action, updating the internal record and the customer alike. * Ensuring actions comply with agreed customer SLA’s. * Issuing job related worksheets, reviewing the completed work sheets, taking note of any remedial actions (follow up works) required and confirming a plan of action to complete the job. * Handling customer complaints carrying out an investigation and providing a response to achieve customer satisfaction. * Liaising with the customer to update on planned actions, updating the internal digital record as the job progresses. * If damage, obtain an estimate either externally or internally and from this, create an estimate with the relevant uplift to present to the customer, requesting a PO. * Review and coding of supplier and sub-contractor invoices and dealing with invoice related queries. * Inform the sales team to provide customer breakdown feedback in preparation for site visits. * Maintain the engineers’ calendars and making changes where appropriate to better streamline workflow and customer satisfaction. * Creating and sending RAMs to customers when required Candidate Skills * The suitable candidate will have experience within logistics coordination or scheduling skills. * Excellent IT skills * Excellent communication skills – written and oral * Can remain calm under pressure * Hours of work Full Time Monday to Friday (office based role, not hybrid)