Service Desk Coordinator
Location: Gillingham
Rate of pay: £24,000 - £30,000 DOE
Company description
Connect Personnel are representing an outstanding, well-established Fire & Security Company who specialise in Technical Systems design, installation and maintenance of highest quality covering London, the Southeast and across the Country. The quality of their work is to a level of excellent with professional after-sales service which has allowed them to build the business on recommendations alone. They have achieved NSI Gold accreditation and are fully accredited to BAFE and FIA for their customers’ peace of mind.
Job Description
We are seeking a Customer Service Account Manager and Senior Customer Service Account Manager to join our dynamic service team. This is an excellent opportunity with a well-defined career progression path. Once you have demonstrated competence in the role, you will have the chance to advance to a Senior Account Handler position, where you will lead a small team of account handlers. Both the Account Handler and Senior Account Handler roles are crucial to our life safety business and are at the core of our operations.
The Customer Service Account Manager will primarily respond to the service requests of the client base, within the Fire and Security System Industry. The Customer Service Account Manager will provide a robust service provision, liaising with both clients and the engineering Team.
Key Responsibilities of the Customer Service Account Handler (but not limited to):
* Maintaining and building a strong relationship with a portfolio of clients, primarily via telephone
* Scheduling maintenance, callout and remedial visits
* Delivering high quality customer service when liaising with engineers and clients to schedule visits
* Addressing all emergency call outs within stated KPIs
* Being first point of contact for clients and resolving their query in a professional and timely manner
* Ensuring visits are booked in accordance with Senseco procedures, maximising engineer utilisation
* Providing risk assessment and method statements for planned maintenance work
* Ensure all necessary paperwork is obtained and promptly processed. This includes, but is not limited to, worksheets and purchase orders
* Undertake general admin duties relevant to your position including answering emails and data entry
Skills required for Customer Service Account Handler:
* Computer literate
* Excellent organisational skills and attention to detail
* Excellent telephone manner
* Good written, oral and numerical skills
* Ability to work well as part of a team as well as autonomously
* Ability and desire to learn the legal and regulatory compliance for the fire industry
Competencies of the Customer Service Account Handler:
* Proven customer service experience
* Experience working in a high pressure, client/customer facing environment
* Experience with Office 365
* CRM experience beneficial
This is an excellent opportunity to join an innovative and leading firm in its industry. Please contact Connect Personnel for a confidential discussion or apply today