Service Coordinator

Service Coordinator
Location Solihull
Salary - £28000 - £33000 per annum dependant on experience
Benefits: Bereavement leave, Company pension, Cycle to work scheme, Free parking, Life insurance, On-site parking, Sick pay.
Hours Monday to Friday full time 40 hours per week

Job description
Reporting to: Service Office Manager

Main job purpose:
Be the first point of contact for all customer inbound enquiries then coordinate all required works with engineers, customers and suppliers to ensure jobs are completed on time in line with customer expectations, service level agreements and internal KPI's.
Process and manage jobs from enquiry to invoice whilst maintaining required databases and portals accurately and efficiently.

Key duties and responsibilities:

Customer focus
Be the first point of contact for enquiries, queries and disputes via phone and email
Ensure enquiries are dealt with professionally, effectively, and efficiently
Populate and maintain effective planner to ensure works are completed on time
Proactively manage all 'units down' to ensure they are returned to service in line with expectation
Speak with engineers daily via phone
Ensure all customer concerns are logged using appropriate process

Administration
Ensure engineers work sheets are processed and sent to customer with invoice as required
Ensure accurate notes are updated on all jobs, databases, and portals
Take completed jobs from work in progress to invoiced
Manage purchase order numbers to ensure suppliers and customer invoices are paid
Manage customer portals and ensure they are up to date and compliant
Carry out daily administration not limited to loading of parts, purchase order numbers, raising jobs, invoicing and timesheets
Source parts when required for service repairs and preventative maintenance jobs
Process new, and renewal, maintenance agreements
Review and raise credits when required within authorisation limits
Maintain and review the work in progress (WIP) to ensure all jobs are being actioned
To produce contract specific reports and participate in review meetings where required to analyse current service measures and performance
Cover work for the wider team during busy period and for periods of absence
Carry out any additional requirements and tasks as requested by your line manager
Personal requirements
Ensure business values and processes are adhered to
Ensure you comply with all required Safety, Health, Environmental and Quality processes

Skills, Qualifications and Experience required:
Good communication skills and the ability to work on your own initiative
Be an effective team player and actively contribute to our continual improvement culture
Computer Literate including all MS Office Applications
Self- motivation and a positive attitude
Strong organisational, process and project management skills Previous experience of a customer service role advantageous
Excellent written and oral communication skills
Excellent telephone manner and technique
Excellent attention to detail. Willing to challenge current processes.
Able to work both in a team or individually
Good telephone manner and ability to handle calls from customers at all levels
Ability to complete high volume of work activity
Ability to work under pressure and prioritise workload.

Regular interactions required for job role:
Customer service team
Service office manager
Directors
Internal departments
External customers and suppliers
Measurement - Key Performance Indicators:
All jobs to be invoiced within 48 hours of physical job completion
Achieve minimum daily invoicing target agreed with manager
Ensure PM's and Inspections are achieved on time with zero overdue
Daily timesheets processed fully before 11am daily
Achieve minimum of 90% engineer productivity using ERP reports as the measure

This is a career opportunity with a well-established employer of choice in the area

Please apply with your CV in the first instance.
Wright Staff are acting as an employment business in relation to this vacancy.