Job Title - Service Support Coordinator
Reporting To - Senior Service Manager

Role Purpose

Supporting Service Manager on delivering excellent customer service. To conduct the transactional side of the business, with detailed interaction with internal systems to log and progress work through the system, provide reporting and first line query resolution.

• Generation of quotations for existing clients in a timely manner.
• Primary point of contact for issue resolution, escalating to Service Manager where applicable.
• Support Service Manager in contract profitability by ensuring all fees for created jobs have been added correctly.
• Invoice preparation completed in a timely manner and presented to Service Manager for Approval.
• Receive and action service requests from customer completed in a timely manner with delays communicated to client. 
• Ensuring client reporting is in line with sow requirements, data sense checked to ensure correct detail is being shared. 
• Responsibility for total Stock holding for all allocated accounts, ensuring that stock is managed in line with customer expectations and that stock is within sla timescales whilst in each area of the business.
• Support Senior Service Manager/Service Manager by completing any reasonable work request.
• Manage discrepancies – Investigating fully before releasing.
• Schedule workload through operations, stock and parcel allocation
• Generating redeployment orders
• Communicate to relevant internal departments to ensure issues are avoided.

Performance Indicators

• Achieves goals set in annual employee performance review. (Employee Performance Review)
• Being efficient in Service requests to ensure no escalations around delay in response to queries/quotes etc.
• Being efficient in Service reporting to ensure no escalations around incorrect / or delayed reporting.
• Stock management being managed efficiently and timely, so all stock is moving.

Knowledge, Skills & Experience 

• Ability to multitask a wide range of tasks over many customers (Essential)
• An organised approach to ensure all tasks required are completed in a timely manner. (Essential)
• Capable of working on various I.T platforms with Good Excel skills (Essential)
• Experience/Confidence in dealing with customers and managing queries in a professional and polite manner (Essential)
• A team player with the ability to work with others to achieve the end goal (Essential)
• Keen eye for detail in particular ensuring correct fees and data is correct (Essential)
• Experience in System Stock Management (preferred but not essential)
  

Why Join Us?

Work Your Way

Flexible shift patterns for operational roles and hybrid working options for office-based positions, helping you balance work and life.

Supporting You and Your Family

Enhanced family leave and company sick pay, providing peace of mind when you need it most.

Generous Annual Leave

30 days' holiday including bank holidays, with additional days awarded for long service, increasing to a maximum of 34 days.

Health & Wellbeing Support

Access to an Employee Assistance Programme, including a virtual GP service and specialist consultations for you and your family.

Great On-Site Facilities

Enjoy our subsidised on-site canteen, offering a variety of meals, snacks, and drinks throughout the day.

A Workplace Community

Regular employee events that bring people together, celebrate achievements, and create a positive working environment.

Investing in Your Future

A wide range of internal and external training opportunities designed to support your career development and progression.

Convenient Location

Free on-site parking available five days a week.

And That's Not All

We offer a comprehensive range of additional employee benefits focused on wellbeing, financial support, lifestyle perks, recognition, and career development. Further details can be found on our employee benefits platform.