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Customer Service Coordinator

Posted 16 March by Pertemps Reading Commercial DDT Easy Apply Ended
Pertemps are currently recruiting for a Customer Service Coordinator based in Strongford, Stoke on Trent to work with one of the largest Utility companies. They are looking for the best talent to join them in delivering an outstanding customer experience

If you are passionate about delivering an amazing service to customers then read on as this could be just the opportunity you have been looking for

Customer Service Coordinator - Role objective

To work on the SAP system to build, plan and dispatch via CLICK system both gang and field technician jobs. Make and take direct customer calls and work with both internal and external stakeholders to enable the work to proceed in a timely manner. Maintain contact with field teams to work for a successful outcome. Participate in team comm cells and take on ad hoc work stream activity as required

Customer Service Coordinator - Key accountabilities
  • Reactively build and allocate work including quick and effective issuing of all emergency/high priority work
  • Deliver an effective and efficient work schedule for all planned and reactive work. To make the best use of resource available and maintain productivity
  • Continually liaise with COSC and Field Teams updating them on workload volumes and job progress
  • Ensure that jobs are planned in and communicated to customer and field staff within SLA's
  • Manage the ‘on the day' schedule from a dispatch perspective, including management of jobs in jeopardy, suspended work, and customer chases
  • Keep customers informed on progress of customer originated work. Ringing customers to advise of changes when appropriate. Minimising customer chases through COSC by keeping customers informed
  • Liaise and communicate with internal and external customers to achieve the completion of all work in a timely manner
  • Support ongoing liaison and building relationships with the external customers, Quality Assurance and Field teams and work in a collaborative manner with all stakeholders and teams, to achieve quality throughout the end to end process
  • Ensure compliance with processes and procedures as set out, such as TMA
  • Achieve the teams agreed performance targets and ensure SLA's are met
  • Proactively identify opportunities for continuous improvement and share best practice through successful problem solving and active participation in comm cell
  • The role holder will be required to demonstrate excellent communication skills for regular interaction with staff in the Field, COSC, Customers and the Highway Agencies
  • The ability to effectively plan and organise own work is essential
  • Effectively plan and allocate work to Field resources within specific timescales to ensure effective utilisation of these resources is essential
  • The role holder will be self-motivated 
Customer Service Coordinator - Experience

In order to succeed in this role it is expected that you will have:

Essential:
  • Computer keyboard skills
  • Customer telephone contact skills
  • Problem solving skills 

Desirable:
  • An understanding of NRSWA
  • Broad experience distribution network operations
  • Understanding of systems used to plan work is desirable SAP CLICK
  • Good knowledge of the Traffic Management Act
  • Awareness of company Health & Safety policies and procedures
  • Experience in scheduling role or similar

Capabilities 

In order to succeed in this role it is expected that you will have:

  • The role holder will be required to demonstrate excellent communication skills for regular interaction with staff in the Field, COSC, Customers and the Highway Agencies
  • The ability to effectively plan and organise own work is essential
  • Effectively plan and allocate work to Field resources within specific timescales to ensure effective utilisation of these resources is essential
  • The role holder will be self-motivated, flexible and enthusiastic team player with a positive can do attitude 
Customer Service Coordinator - Qualifications

In order to succeed in this role it is expected that you will have:
  • Educated to GCSE or equivalent level 

Desirable
  • Water Distribution BTEC or equivalent
  • Full UK Driving Licence 

If this sounds like something for you - APPLY!

Reference: 34640870

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