Position: Service and DayWorks Coordinator

Location: Remote: SA

Work Schedule: 8:30am-5:00pm UK time

Salary: Market Related

Position Overview

The Role

The role of the Service and DayWorks Coordinator is responsible for executing the day to day operational activities of the service desk providing support and promoting ownership of work. They are primarily responsible for executing all aspects of coordination for service and dayworks delivery. To provide excellent customer service to internal colleagues and external customers through effective verbal and written communications.

Duties and responsibilities

Customer Service

Accurately and efficiently receive and log customer enquiries using CRM/ERP.
Write clear and concise return correspondence to customers via email or letter.
Ensure all enquiries are dealt with a timely manner and in line with customer SLA’s and escalate to the relevant person where appropriate
Communicate with internal colleagues to enable shared resource where required

Coordination

Schedule jobs with customers, including maintenance, Dayworks and reactive calls outs ensuring adherence to SLA’s and internal processes
Daily communication with engineers and field line managers to ensure work is completed in an efficient and timely manner, via telephone, Microsoft Teams, and email correspondence
Proactive scheduling of engineers to ensure resource is used effectively i.e.: using locations, skills matrix and customer request
Ensure engineer holidays are planned into the schedule to allow effective scheduling of work and highlight any times when resources may be limited due to holidays to Field Line Manager
Order materials and access equipment for works using CRM/ERP, following internal process

General Administration

Book training for engineers in line with the training matrix and as directed by Line Managers by liaising with external providers and internal colleagues
Provide efficient and effective job correspondence to the customer, including completed paperwork being sent to the customer and processed for invoicing
Raise work orders and purchase orders for works, using CRM/ERP and associated paperwork, as requested by Field Line Manager/Group Operations Director
Permit requests as required for sites works, by following each customer’s permitting system
Vetting requests as required for specific sites, by following each customer’s vetting process
Provide reports on Jobs, PPMs, Reactive, Remedials as requested/required by Field Line Manager/ Group Operations Director.
Where applicable participate in client reviews and meetings
Creating customer quotations for reactive works, using engineer or Field Line Manager/Technical Surveyor notes to produce the quotation
Report on Quotes, leads, invoices as required by Field Line Manager/ Group Operations Director.

No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual’s remit and capability, and consistent with the status and responsibilities of the role within the business.

Person Specification

Essential

Excellent customer service skills and experience in customer correspondence.
2 years previous experience in a co-ordination role
Excellent communication skills including both verbal and written.
Calming and understanding approach in a high pressure environment
Good knowledge of MS products, word, excel, PowerPoint and confidence using IT software.
Excellent attention to detail and sound problem solving skills, including proactive thinking.
Excellent organisation and prioritisation skills, with the ability to multi-task.
Willingness to learn new systems and technologies in a fast-paced environment.

Desirable

Previous experience of working within Fire, Security or Field Service industry

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business needs

Working conditions

This role is based from our open plan office in Bath, and involves computer skills and using multiple screens and IT packages and therefore is mainly desk based. On occasion, there may be the need to work from our other offices.

Group Compliance

As part of the companies compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality, ISO14001 for Environmental and ISO27001 for Information Technology, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:

Compliance to all legislative and British Standard requirements
Compliance to associated accreditation bodies schemes from NSI, BAFE, FIA and others as required
Maximise customer satisfaction with the services provided by the client
Working to reduce, renew and recycle any waste on and off our sites including our offices
Protect the environment and ensure use of toxic materials is avoided where possible
Work to best safe practice and ensure actions do not cause harm unto themselves or others
Employees will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others
Ensure all minimum training requirement are met in compliance with the relevant ISO standards
Ensure that any Information Technology ‘incidents’ are effectively reported and resolved in a timely fashion (internally or externally)
Maintain clear desk and screen at all times
Compliance to ensure no deliberate breaches in security information and/ or systems
Any accidents or incidents must be reported to supervisor & compliance.

Service and DayWorks Coordinator (3) | 62939190815