To ensure continuity of customer care and support to the companies client base by utilising the various in-house individuals and departments.
This position requires a dynamic and pro-active person with a can-do attitude to assist the Service Manager in overseeing administration assistance and support to all customers, engineering staff and all others within the business to ensure that the levels of customer “aftercare” are achieved to the required company standards.
Customer Service & Communication
Always provide support and consistent links to the companies client base and other departments.
Part of the Service Team, acting as the first line of communication for all customers into the business, ensuring agreed customer support standards are achieved.
Deliver continuity of customer care and support to the client base by utilising various in-house individuals and departments.
Act as the primary contact for customers, engineers, third parties and LSPs via phone and email, providing regular updates regarding job status.
Escalate customer complaints or issues where necessary.
Scheduling & Coordination
Responsible for the end-to-end planning, scheduling and coordination of Planned Preventative Maintenance (PPM) and Reactive Maintenance tasks within the CRM system.
Optimise engineer schedules and diaries to maximise efficiency, reduce travel time and meet deadlines.
Work closely with the PPM team to develop and maintain the monthly PPM schedule, ensuring all tasks are completed within designated timeframes.
Liaise with third parties and subcontractors to coordinate schedules for both PPM and reactive works as required.
Ensure all return calls are dealt with quickly and efficiently within a maximum of 48 hours.
Reactive Maintenance Management
Act as the first point of contact for all maintenance requests.
Raise reactive jobs within the CRM system and allocate them according to priority and urgency, ensuring compliance with SLA requirements.
Monitor outstanding jobs to meet or exceed Service Level Agreements (SLAs) for attendance and completion.
Produce daily escalation reports for any outstanding issues.
Run daily reports for open calls and oversee the start and end-of-day processes.
CRM & Administration
Update the CRM system with accurate information, including job statuses, engineer notes and related updates.
Ensure client summary forms are kept up to date.
Ensure procedures and company processes are always adhered to.
Verify job costs against quotations and completed work prior to final processing.
Quotations & Purchase Orders
Request quotations from third parties, suppliers and LSPs.
Prepare and send quotation details to clients based on recommendations provided.
Monitor issued quotations and purchase orders as required.
Team Support & General Duties
Attend team meetings, internal/external meetings and training courses as required by the Service Desk Manager.
Provide Service Desk cover during periods of holiday and sickness.
Carry out any other relevant duties as defined by the Service Desk Manager.
Key Skills Required
Ability to work on your own without supervision
Organisational Skills
Good numeracy skills
Commercial Awareness
Flexible, Dynamic, Adaptable with a can-do attitude
Knowledge of CRM Systems
Ability to work to deadlines, this may require working later than the given working hours to ensure that engineer/customer requirements are completed
Flexible working hours as and when required
Person Specification - Essential Knowledge Skills and Experience
The ability to work with initiative and confidence, and have an enthusiasm for customer service and sales related work
Experience of administrative work with the ability to prioritise tasks, work under pressure and to tight deadlines
Organisational abilities
A sharp eye for detail
Ability to following any verbal or written instructions accurately
Excellent written and oral communication and negotiation skills with the ability to deal with External customers colleagues and outside agencies at all levels
Good numerical skills
Good keyboard and computer skills including familiarity with standard MS office applications, in particular Excel and Word
Ability to work as part of a team
Driving License
Experience of sales environment
Flexible Working Hours
Desirable Knowledge and Skills
Experience of working within a Sales/Office environment.
Experience of working within a Customer Service/Service Desk environment
Experienced and familiar with the operation of Simpro, CASH mentor or similar CRM systems.
Experienced Co-ordination of sales staff, engineers – both service and installation across the UK.
Experience of invoicing and handling of relevant purchase orders
Experience of working as a team member or alone
Experience of MS office packages, excel, word and outlook
Salary description
£25000.00 - £30000.00 per year