Customer Service Coordinators

Position

I&C Contact Coordinator

Contract Type

Rolling Contract (Long-term contract, strong chance to temp to perm conversion)

Location

Blackpool

Hours

35 hours per week

Pay Rate

£13.45 per hour

About the Company

Our client is a leading international renewable energy business specializing in the development of utility-scale solar power projects. By delivering intelligent and sustainable solutions, they generate clean, reliable electricity for homes and businesses across Europe and beyond. Committed to a green future, they foster a fast-paced, collaborative, and innovative working environment.

Purpose of the Role

The I&C Contact Coordinator takes end-to-end ownership of booking and managing metering appointments for Industrial & Commercial (I&C) customers. Managing a variety of campaigns-including faults, 2G to 4G upgrades, dumb-to-AMR transitions, and supplier-driven requests-this role focuses on proactive customer contact via phone and email.

The successful candidate will deliver a high-quality, customer-first service while consistently hitting contractual KPIs and SLAs. You will ensure all customer requirements, site access needs, and safety considerations are accurately captured to maximize field job completion. Additionally, you will support the field workforce by processing appointment amendments (reschedules/cancellations) and logging crucial environmental, health, and safety information.

Key Responsibilities & Accountabilities

• Appointment Scheduling: Book and schedule business-to-business (B2B) metering appointments across multiple campaigns via proactive outbound calling, inbound calls, and email.
• Logistics & Access Management: Take full ownership of site access arrangements, including securing permits, managing RAMS (Risk Assessments and Method Statements), arranging specialist vehicle hire, and handling other ad-hoc requirements.
• Query Resolution: Manage, track, and resolve operational queries through the internal company query portal in line with agreed processes and SLAs.
• H&S Support: Handle and log environmental, health, and safety incident calls directly from field operatives under the company's emergency reporting protocols.
• Stakeholder Collaboration: Resolve internal and external stakeholder queries and escalations using effective written and verbal communication, working collaboratively across operational teams.
• Performance & Data Integrity: Consistently meet performance targets (SLAs/KPIs) set by the Team Leader while maintaining high levels of accuracy and attention to detail in data entry across multiple internal systems.
• Administrative Support: Prioritize workload effectively to manage competing deadlines, providing flexible support for specialist campaigns and administrative activities as required.

Person Specification: Behaviours & Skills

Key Behaviours

• Customer-First Mindset: Professional, confident, and calm under pressure, with a passion for delivering excellent customer service.
• Team Player: A supportive colleague with a flexible, positive attitude who willingly shares knowledge to boost team performance.
• Results-Driven: Highly organized, target-driven, and focused on getting things "right first time" while working responsibly without close supervision.
• Continuous Improvement: Proactively reflects on personal performance and participates in regular training to develop skills.

Communication & Interpersonal Skills

• Excellent telephone manner with articulate, clear verbal communication skills.
• Strong listening skills with the ability to build rapport and understand customer/colleague needs.
• Precise and professional written communication skills for email correspondence.

Technical Skills & Knowledge

• Strong administrative and organizational capabilities with a keen eye for detail.
• Proven problem-solving and analytical abilities.
• Confident and accurate in utilizing departmental computer systems and databases.
• IT Literacy: Intermediate proficiency in Microsoft Office (Excel, Word, and Outlook).

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