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Support Centre Coordinator

Posted 23 February by Ideal Personnel and Recruitment Solutions Easy Apply Ended

Our client has a position for a Support Centre Coordinator to join their team, Monday to Friday.

Your primary responsibility will be to be the interface between all stakeholders. The person suited to this role will be tenacious and capable and will thrive in the ad-hoc nature of our business. They need somebody that can understand the practical aspects of the role i.e. logging a call, scheduling an engineer, updating reports etc. but is also keen to maintain control when issues occur.

You must have 1st line analyst and/or helpdesk and maintenance experience. Customer service experience is also vital. It’s a very fast pace environment, and requires someone that isn’t afraid to use the phone and multitask. You will have good negotiation skills and has dealt with engineers.

Your day to day duties will include:

  • Ensure that incoming communications from stakeholders are handled quickly and efficiently, ensuring issues are escalated to the correct resource if necessary.

  • Effectively handle and prioritise client complaints appropriately; escalating if necessary to ensure matters are dealt with within the agreed SLA’s.

  • Log and manage all jobs onto the service management system, ensuring that relevant information is obtained and recorded.

  • Constantly review the progress and quality of a job and analyse whether further works are required prior to closing down the job.

  • Check and process engineers’ incoming reports, monitor any discrepancies, ensuring accuracy and relevance, reporting to engineers or manager if relevant.

Requirements:

  • Must be a self-starter with a desire to exceed expectation, learn and develop

  • Maths/English GCSE or equivalent

  • Excellent communication and telephone skills

  • Problem solving and decision making skills

  • Ability to multi task and organise in high pressured environment

  • Good general IT skills (Microsoft Excel/Word/Outlook)

  • Previous office experience, and experience in a customer facing role for service provider

  • Excellent customer service ethos with flexibility and willingness to go the extra mile from time to time

  • Attention to detail

Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.

Reference: 34540108

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