Customer Service Coordinator

Customer Service Coordinator / Service Coordinator
£23,500 Per Annum + Bonus
Chacombe, Banbury (OX17)
We are currently seeking a talented Customer Service Coordinator on behalf of our client, a leading expert in Air Conditioning and Refrigeration, located in Chacombe. The ideal candidate will be responsible for managing and driving the customer experience within the busy reactive service area of the business. This role involves achieving customer KPIs and delivering outstanding customer service through proactive, efficient, and effective communication.
If you are passionate about customer service and thrive in a dynamic environment, we would love to hear from you.
Package:
£23,500 Per Annum
Monday Friday
9am 5pm
1 hour lunch break
On call bonus (1 out of 5 weekend required) £82.40 per weekend
Additional on call bonus if the on-call phone is taken after work
Benefits:
Increased annual leave (23 days per annum increasing to 25 with service)
Hybrid working
Pension
Please note, full training will be provided.
Duties:
Logging calls from customers
Logging the information correctly in the system
Booking service calls
Call and email logging
Seeing relevant jobs through from call received to invoice
Dealing with customer queries efficiently and effectively including knowledge of how to update the customer on technical questions
First point of call for dealing with invoice queries for the customer
Communicates with the scheduling team to ensure calls are booked in
Building relationships with engineers
Ensure that the customer has sight of their worksheet within the agreed timescales
Liaising with subcontractors to ensure that we have the required paperwork from them and escalate any issues with this as required
Driving customer service
Proactively documenting customer updates
Ensuring engineers are fully briefed of the works with accurate job notes
Managing client expectations with equipment delays
Working with the Parts Controller to ensure that equipment delays are looked at and alternatives sourced in a timely manner
Supporting the Account Management Team with customer updates
Keeping the client informed of expected attendance time and dates (via phone, email and portals)
Working closely with the Engineering Manager to make sure technical issues and escalations are resolved
Providing quotations
Approving and managing queues to ensure that the jobs are completed in line with requirements
Regularly contributing to the service on-call rota to support the OOH operation of the business
Skills Required:
A background in customer service / sales administration
Ability to work with initiative
Excellent communication skills

TPBN1_UKTJ