Job Summary
The Customer Support Coordinator is the first point of contact for customers reporting issues or requesting support. Responsible for handling inbound calls and emails, the role includes logging service requests, performing basic remote diagnostics, and scheduling reactive engineer visits. This role ensures fast, professional, and effective responses to service issues, helping to keep operations running smoothly and clients informed at all times.
Responsibilities
* Respond promptly and professionally to incoming service requests via phone and email.
* Accurately log all requests, capturing essential job information (site, issue, system details, urgency).
* Provide basic troubleshooting and remote diagnostics where possible, based on engineer-provided guides and known issue libraries.
* Assess priority levels (e.g. urgent vs routine) and allocate jobs accordingly.
* Schedule and dispatch reactive engineer visits based on availability, skill sets, and location.
* Keep customers updated on job progress, estimated response times, and resolutions.
Skills
* Experience in a service desk, helpdesk, or scheduling role (ideally in a technical or engineering environment).
* Strong customer service and communication skills.
* Ability to handle high volumes of calls and emails calmly and professionally.
* Good problem-solving mindset — able to ask the right questions to understand the issue.
* Familiarity with job management or service scheduling software.
* Comfortable working in a fast-paced, reactive environment.
Job Type: Full-time
Pay: From £27,000.00 per year
Benefits:
* Company pension
* On-site parking
Work Location: In person