Detailed job description

Overall purpose:
Our client provides integrated security solutions through the provision of technology products and manned guarding resources. Our security solutions bridge the gap through the provision of risk based integrated security solutions, deployed through their unique Risk Modelling tool. Products combine to provide a best return on investment made by our varied client base, with sharing strategic best practise wherever possible to the benefit of all clients, reducing risk and costs wherever possible. Our client provides a best return on investment when integrated together.

Main duties / key responsibilities:
Ensure Scheduling and compliance of all Service works of all Systems across a large customer base within your Region. The Service Coordinator will assist the Regional Service Manager, Account Managers and Service Desk Manager in delivering exceptional performance and excellent customer service. Providing a high level of completion of calls to meet SLAs.

The key areas of delivery are:
Plan and organise routine, preventative maintenance visits to meet schedules and SLAs and to maximise productivity of Engineers and to reduce lost time and re-work. This will include but is not limited to: replenishing van stock daily on time for engineers schedule the work of engineers to maximise efficiency, reduce travelling time, prevent cross overs and out of area working. Follow up if engineer on site longer than 1 hour.
Respond to calls from Engineers within 30 minutes
Parts to be ordered for next day deliveries to be checked before engineers sent
further actions to be completed first thing the following day
Communicate all delays or failures to the Service Desk Manager to inform customer input notes into management system including actions taken
Provide effective communication to internal customers to ensure all parties have the information they need in a clear format and timely manner.
Ensure customer queries are dealt with in a timely manner and compliant to customer SLAs.
Assist the Service desk in case of sickness, leave or resource problems.
Report security events or potential events or other security risks to the organisation and protect assets from unauthorised access, disclosure, modification, destruction or interference.
Adhere to company policy in relation to Health & Safety and Equal Opportunities and complies with all policies and procedures as laid out in the current company handbook, with particular emphasis on the protection of sensitive customer information.

Person requirements

Education / Qualifications / Training required:
Essential:
Good level of general education
Desirable:

Knowledge and expertise:
Essential:
Proven record of working accurately to meet SLAs successfully
Good level of computer literacy – using Word, Excel, PowerPoint, Outlook etc.
Desirable:

Personal skills/behaviours/qualities:
Essential:
Knowledgeable on the Loss Prevention marketplace, strong interpersonal and communication skills, goal/results orientated, exceptional customer centric relationship-oriented approach, self-motivated, approachable and confident, ability to prioritise, consultative approach, attention to detail and supportive.
Be an ambassador for ***** Security always, displaying quality and excellence in all dealings with external and internal customers and suppliers.
Customer focused
Excellent telephone manner
Ability to work within a continually changing environment