About us:
Mitsubishi Electric is a global innovator in energy, automation and building technologies. From air conditioning and lifts to robotics and power systems that power homes and businesses across the UK. With 150,000 employees worldwide and 850 in the UK, we’re creating “Changes for the Better.” Join us to make a real impact for a smarter, sustainable future.
Want to know more about the company? Take a look here: MITSUBISHI ELECTRIC UNITED KINGDOM
Role summary:
The purpose of this role is to coordinate and allocate work to engineering and service teams, managing their daily tasks, schedules, and resources to ensure service visits are completed efficiently and meet deadlines.
The Customer Support Coordinator communicates with the residential engineering team and speaks with homeowners to book in service and maintenance visits, working in accordance with the Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).
Skills/Responsibilities:
Provide Mitsubishi Electric’s Residential Life Cycle solutions group customers with a premium customer service experience in line with Mitsubishi Electric’s goals and growth targets.
* Assigning the right engineers to specific jobs or service requests based on their skills, availability, and geographic location.
* Planning and coordinating engineer visits, adjusting schedules to accommodate changes, and ensuring timely completion of tasks within service level agreements (SLAs).
* Serving as a central point of contact, proactively communicating with customers to confirm visit details and provide updates, and maintaining strong relationships with engineers and other team members.
* Processing job sheets, quotes, and purchase orders, managing parts and material inventory, and maintaining accurate records of engineer activities and service histories.
* Handling urgent or time-sensitive service issues, resolving logistical challenges, and escalating problems promptly when they arise.
* Tracking key performance indicators (KPIs) and monitoring engineer travel and activity to ensure smooth service operations.
* Deliver a customer-focused approach to foster brand loyalty and strengthen customer relationships.
* Ensure resolution of customer issues by taking ownership of customer concerns and complaints, working with stakeholders to ensure we achieve and exceed our Guaranteed Service Standards.
* Solution focused, working with our field engineers to provide options and resolutions to system faults and enhancements
Experience:
* Minimum of 2 years’ experience in scheduling and/or customer service role, with a demonstrated ability to quickly learn and adapt to new processes and systems.
* Strong communication (written and verbal) and interpersonal skills to engage effectively with customers and internal teams.
* Highly organized with excellent attention to detail, able to manage multiple priorities in a fast-paced environment.
* Customer-focused and Service Orientated with proven problem-solving abilities to deliver exceptional service and resolve issues promptly with an empathetic and pragmatic mindset.
* A team player who can collaborate with all levels of stakeholders.
* To embrace a culture of innovation, trust, and empowerment.
* Proactive work ethic with the ability to use own initiative and work independently to meet goals and deadlines.
* Resilient, find solutions to day-to-day challenges.
* Ability to collaborate cross-functionally and consistently meet SLAs and KPIs.
Desirable:
* Experience in the heating, plumbing, or social housing sector.
In return for your commitment, we will offer you some fantastic benefits:
* Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
* Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
* Pension.
* Life Assurance.
* Group Income Protection Scheme.
* Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
* Access to Mitsubishi’s very own discount platform.
* Colleague Referral Scheme.
* Holiday Buy.
* Long Service Awards.
* Cycle to Work Scheme.
* Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
* Employee Assistance Programme including additional services Eldercare & Best Doctors.
Equality and Diversity
As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.