The Service Desk Coordinator is responsible liaising with clients and engineers to book in and confirm both planned maintenance and remedial works. They are to ensure the engineering diary is utilised to its maximum capacity, ensuring correct geographical locations, and correct engineering skillsets are applied.
Responsibilities:
* Liaising with clients and engineers to book in and confirm both planned maintenance and remedial works and complete any associated tasks. To be responsible for the delivery of works within KPI deadlines for all service visits and remedial works whilst checking that the jobs are financially viable and commercially correct.
* To ensure the engineering diary is utilised to its maximum capacity, ensuring correct geographical locations, and correct engineering skillsets are applied.
* Providing risk assessment and method statements for planned maintenance works.
* Addressing all emergency call outs within stated KPIs.
* Addressing aborted scheduled visits and costing to the client
* Be responsible for maintaining a portfolio of clients, to include on occasion attending to site on client meetings. To build and maintain strong client relationships and uphold a positive reputation of Guide Security Services Ltd.
* Prompt and accurate response to client enquires to prevent them from escalating into complaints, escalating to the Team Leader and Management Team where appropriate.
* Undertake general administration duties relevant to your position including data entry and responding to emails and telephone calls.
* Ensure that communication is maintained throughout the business with a view to cost saving use of labour is maximised and make efficiencies to ensure revenues and margins are maximised.
* To learn the roles within and be prepared to provide assistance to the Service Support Team.
* Inform and educate clients regarding available alternatives where they exist.
Skills Requirements:
* Computer literate
* Good written, oral and numerical skills.
* Excellent telephone manner.
* Proven history of success within a customer service environment.
* Ability to work as a team member, but on own when required.
* Demonstrate an ability to understand matters of a financial nature and conform to budgetary constraints.
* Basic problem-solving skills.
* Excellent organisational skills, as you will at short notice be asked to oversee and deal with several items requiring the skillset of an organised individual.
Competencies:
* Demonstrates Guide Security customer service standards.
* Provides polite, accurate and timely information in response to client requests.
* Treat clients with courtesy, sensitivity, and fairness.
* Building a positive rapport with colleagues and clients.
* Ability to apply extra effort to satisfy client differing needs and meets commitments.
* Excellent attitude towards career development.