Service Co-ordinator

Our client is a leading coffee machine supplier, and they are seeking an Service Co-ordinator to join their expanding team in the High Wycombe area. This would be on a 12-month contract basis (maternity cover). The business have been established for many years and are known as a premium-quality provider in their sector. The Service Co-ordinator will be facilitating and planning the scheduling of planned and reactive service calls for a team of engineers, who are working on a wide range of coffee equipment in the field. The role will also include co-ordinating installation of a range of coffee machines, water coolers, and vending machines to clients. This will include allocating jobs and workloads, scheduling, completing team-related paperwork and communicating with clients, subcontractors, colleagues, managers and senior-level staff members. The Service Co-ordinator will have solid decision-making abilities and the ability to multi-task effectively. A great attention to detail is required and the role is responsible for checking on the quality, progress, and outcome of the work carried out by the team. The Service Co-ordinator will be a team player but equally happy working independently, be self-motivated and incredibly process driven. This post requires a confident individual who works well under pressure and to regular tight deadlines. The Service Co-ordinator is required to be professional and positive at all times, use integrity & initiative in order to prioritise work and pre-empt upcoming challenges and take necessary steps to overcome the problems before they arise, be able to communicate effectively, and present information clearly. The role will require working one Saturday a month in lieu of a weekday off to compensate. Essential duties and responsibilities: Co-ordinate service calls with engineers and customers Monitor and track the progress of service calls in the field Produce a detailed weekly work schedule for all forthcoming installations, decommissions and Machine Logistics To provide a high quality service to all customers and actively contribute to the overall improvement of the business. Work diligently to ensure new clients receives a 'Great Start'. (Right first time, every time) Measure & report client satisfaction levels via agreed service level targets / KPI's Proactively identify any potential issues, overcoming them calmly and professionally resulting in successful resolutions. Deal with any issues, complaints or potential complaints by bringing them to a satisfactory and positive conclusion immediately. (If necessary, escalating these to your line manager in a timely manner). Ensure personal and Team KPI's are met or exceeded and that the service delivered either meets or exceeds quality standards Operate in a manner consistent with the company's mission, vision and values Willing and able to work on using own initiative. Work collaboratively with other departments to ensure alignment and a smooth experience for our customers Challenge areas and individuals where 'things go wrong' and ensure a solution is found and implemented to prevent future re-occurrence Maintain good customer relations by adopting a pleasant manner at all times. Attend and positively contribute to a weekly and monthly meetings Continuously monitor installation success statistics and ensure processes are followed, highlighting any areas that require reviewing in order to ensure we consistently deliver a Great Start for our Customers Maintain excellent relationships with all relevant suppliers and subcontractors Continuously seek ways to improve service, performance, efficiency, profitability and effectiveness and feedback to management. Skills/Attributes A 'can do' attitude, using a common sense approach Hold high standards and high expectations of self and others Ability to communicate effectively and professionally both internally and externally Great attention to detail A desire to deliver exceptional customer service Pride taken in appearance and presentation An appetite to continually learn and develop own knowledge and skill set A desire to input and contribute to taking this department to 'the next level' The ability to think 'outside the box' The ability to proactively identify and deliver solutions as opposed to focusing on 'problems' A self-starter who can work unsupervised using own initiative The awareness to know when to ask for input or help from peers or management The ability to demonstrate exemplary adherence to both the company mission, vision and values. The ability to work well under pressure and to remain calm and thrive in a fast paced environment In return the business will offer a generous basic salary of around £25-26k, lots of incentives and other benefits such as a company pension, referral scheme, and rewards. If you are interested in this role, and live in the High Wycombe area, please submit your CV now for consideration for this role