We are looking for a Customer Service Coordinator to provide outstanding Customer Service to our clients to work within our Customer Service Centre based in Bracknell. The role is varied and fast paced whilst equally rewarding working on your own and with the team to resolve issues. This is a full‑time role Monday‑Friday 40 hours a week with varied shifts between 8.00am and 6pm.
Responsibilities
* Handling customer queries both telephone and email in a timely and accurate manner to meet contractual SLA's.
* Managing a team of multiple engineers and regular partners to conduct reactive service calls and preventative maintenance visits in an efficient manner.
* Categorise and resource the correct engineer for reactive calls based on skills set and proximity to work location.
* Contact clients to book service visits considering specific job and access requirements.
* Responding to internal emails promptly and efficiently.
* Updating Job Logic with latest status and notes accordingly.
* Raising and sending orders for required equipment as requested by engineers to complete fault calls.
* Producing Client dashboards weekly/monthly.
* Raise orders to third‑party suppliers for support agreements and for specialist subcontractors.
* Provide support to the Customer Service Desk Administrators to ensure timely quoting or procurement of parts to rectify fault calls.
* Perform all duties professionally, promptly, and efficiently.
* Act as an ambassador for the company.
* Complete any other duties requested by your line manager to allow operation of the service desk.
Qualifications & Skills
* Excellent communication skills – both written & verbal.
* Computer literate with good knowledge of MS Office applications especially Excel and similar.
* Excellent time management and organisational skills.
* Team player who is willing to learn and drive initiatives forward.
* Ability to work under pressure and meet Customer SLAs.
* Ability to prioritise workload.
* Calm under pressure.
* Desire to provide a good level of service to our clients.
* Knowledge of UK geography. Customer Service experience is desirable; the successful candidate must be enthusiastic, willing to learn and have a positive approach.
* Role will suit someone who is team‑orientated, self‑motivating and success driven.
About Us
Do you want to join a team of outstanding and dedicated individuals within one of the most dynamic and forward‑thinking companies in the security and lone worker industry? Reliance High‑Tech / Reliance Protect is the UK's largest independent integrator/installer of security solutions/lone worker solutions. We are trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise. Unique in the industry, Reliance High‑Tech / Reliance Protect combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business. We operate at the top end, for the most discerning clients, in the most demanding and complex environments with the highest stakes, and always with integrity and customer focus.
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