Job Title: Service Co-Ordinator

Location: 46, Leicester Rd, Narborough LE19 2DG

Job Salary: £20,000 - £23,000

Outline of Business/Company
CDS – Complete Detection Systems

General Description:
The role focuses on customer service, such as dealing with customer enquiries & coordinating Operations engineers, Planning, Administration Support and Appointments. This is achieved by allocating technicians and subcontractors to the various tasks and organising the required materials and equipment. A purchase order might be required to be raised should a subcontractor or plant or access equipment be required to carry out any specific specialist task. The coordinator is required to have a continued awareness of the geographical locations of sites to the technicians around the country.

The role also requires the continued updating of the management software, typical duties include maintaining customer records, setting up jobs and creation of job files, coordinating the paperwork such as certification, drawings, manuals that are associated with the operational work as directed by the Projects and Service Managers to enable the completion of technician’s tasks, including invoicing.

The position also requires the coordination of jobs where parts are needed, this is achieved by raising stock requests, liaison with the logistics officer and arranging to get those parts or equipment to the technician, sub contractor or client concerned with the task.]

Key Responsibilities:
Typical daily duties include the following:
• Arranging site visits for technicians and or sub contractors.

• Maintaining current customer records using the management software.

• Coordinating the ordering parts for jobs as required.

• Ordering the activities of Sub Contractors where required.

• Ordering Access /Plant equipment where required.

• Creation of new jobs and the associated project files.

• Maintaining flow of information between project technicians and clients.

• Compilation of project files to include all completion certificates, manuals and drawings.

• Invoicing all project related work.

• Auditing all project / service related activities making sure outstanding works, or works requiring further works, are completed in a timely manner.

• Franking of the office mail.

• General Administrative Duties.

• Add/update site info on IT Systems

• Create/book in jobs on IT Systems

• Check, complete & invoice jobs to include part invoicing where required

• Monitor and respond to customer KPIs & queries

• Populate and program from engineers electronic dockets further works actions

• Request Parts from Stores

• Create service reports

• Investigate and action EMCS Reports

• Add/update customer job sheet email destinations

• Hotel Bookings where required

• Callout rota amendments

• Create / book-in sub- contractor purchase orders

• All reasonable requests from the Project / Service Manager.

• Day to day labour allocation responsibility

• Add/update equipment info on the IT systems

• Add/update contract info on the IT systems

• Handle scheduler problems

• Create basic remedial quotes

• Monitor Daily Invoicing and Exceptions.

• Monitor engineer return to site visits and allocate labour

• Monitor Inspection Performance

• Handle invoice queries. Escalate as required.

• Maintenance, Invoicing Statistic Monitoring.

All candidates will be trained for this role although General Administration or Customer Service Experience would be desirable

Key Skills:
• Attitude to Work - Have an excellent attitude and work ethic being highly motivated and able to work effectively alone under pressure to meet deadlines

• Communication Skills – The ability to communicate with people at all levels, providing clarity and gaining trust

• Team Skills – The ability to work with teams and individuals to ensure effective and professional working relationships are developed and maintained. Able to develop strong relationships with customers & colleagues.

• Customer Service Skills – The ability to both recognize and deliver excellent customer service, willing to go ‘the extra mile’ to provide customers with a lasting positive impression

• Problem Solving Skills – The ability to identify and resolve problems in a manner that enhances the business and complies with legislation

• IT Skills – The ability to use technology to save time and deliver a professional service

Physical Requirements:
Able to carry out the role