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Service Coordinator

Gloucester, Gloucestershire


As the Customer Service Coordinator your main function is to forward plan the work of the Engineers as well as dealing with breakdown and emergency calls. You will work closely with the Customer Services Manager at head office as well as staff in the UK 

The Ideal candidate will demonstrate excellent interpersonal skills and will also need to be able to negotiate with engineers and customers to ensure that work is completed on time and to a high standard in order to meet customer requirements.

Location- Gloucestershire

Hours : Full time 40 hours per week

Salary: £18,500

Scope and Purpose of Job:

·         To ensure effective management of communications with primary focus on external customers and service engineers.

·         To ensure the effective and efficient planning of service work on a monthly basis and the maximisation of recommendation opportunities. 

·         Achieve weekly and monthly KPI’s/SLA’s as directed.

Duties and Responsibilities

·         Booking and planning of recommendation jobs.

·         To manage “live” jobs prior to delivery to completion, Identifying jobs on a rolling basis

·         If necessary, confirming planned service visits with customers at least 24 hours before the due date.

·         To liaise with customers and engineers on a daily basis ensuring the relationships are enhanced and developed

·         To undertake the advance planning of scheduled service liaising with supply chain to ensure that parts are JIT

·         Organise follow up visits to customers by engineers.

·         To manage incoming communications in an efficient manner portraying a professional approach at all times

·         To deal with service and breakdown queries as necessary, routing calls as appropriate

·         Produce reports as necessary for customers, to include agreed KPI’s

·         Identify opportunities to develop the customer relationship both internally and externally

·         Attend sites as required to carry out relationship building activities.


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