Service Desk Co-Ordinator

We’re looking for an organised and customer-focused Service Desk Co-ordinators to support our Service team and help deliver exceptional customer service. Acting as a central point of contact for both internal and external customers, you’ll play a key role in managing service requests, co-ordinating engineers and maintaining accurate service records. Reporting to the Customer Services Manager, this role is ideal for someone who thrives in a fast-paced helpdesk environment and can balance competing priorities while maintaining a high standard of accuracy and professionalism.

Pattern: Full-time, 37 hours per week, Mon - Thurs 8am-4:30pm, and Fri 8am-1pm.
Based: Newbie Office
Reports to: Customer Services Manager
Direct reports: None

Main Tasks and Responsibilities

• Taking and liaising customers service requests via current software package
• Ensure all data in the Customer Relationship Management system (CRM) are up to date and accurate
• Manage Service Inspection (SI) contracts from estimate, planning and scheduling of new and current business
• Booking in work for service engineers ensuring their time is fully utilised and in line with any customer service level agreements
• Planning, co-ordinating and allocating resources to ensure all SI service contract visits are undertaken as per the agreed contract schedule in liaison with the client.
• Liaising with internal and external customers
• Ensure all invoicing is completed in a timely manner
• Checking job reports to ensure any further identified or required work is actioned or passed to the relevant internal contract for quotation or follow up.
• Liaising with service engineers, and internal customers to align job records
• General administration duties, which include but are not limited to, arranging car hire, booking accommodation, submitting expenses, consolidating overtime and timesheets.

Skills and Qualities Desirable from Post Holder

• This key position requires the ability to work under pressure whilst retaining and ability to stay focussed and able to prioritise workload.
• A high level of organisational skills will be required
• Ability to deal with challenging customer service situations, and a high level of assertiveness
• Good understanding of geographical locations, and associated travel time.
• Familiar with IT systems, such as Microsoft Office.
• Excellent communication skills
• Ability to prioritise workload.
• Accurate attention to detail.

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