Full time, Permanent
Cambridge, Ely
Posted 1 month ago

Job Features

Job Category

Administration & Customer Service

Salary:

£20,000 - £22,000

Start:

ASAP

Vacancies:

1

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The role of ASSIST (Automated Systems Support Innovative Solutions Team) Team Coordinator is a key role within the team dealing with the day to day tasks associated with supporting the Technical Support Team and the field based Service Engineers. This includes providing our customers both internal and external with excellent customer service within a geographical location and supporting colleagues.

KEY RESPONSIBILITIES:

  • Coordinate both hardware and software engineers to respond to customer service requests in order of priority
  • Coordinate job tickets to balance workload across the ASSIST Team and field service engineers.
  • Monitor and respond to Return to fit and Machine out of action calls
  • Liaise with 3rd party service providers to cover out of area service calls
  • Maintain a close relationship with Field Service Managers
  • Provide support to other areas when required
  • Interact with customers to provide and process information in response to requests
  • Handle and process requests for service and consumables using a variety of different methods -e.g telephone, email, portals, website
  • Provide cover for Customer Service and other ASSIST Technical Support Team as and when required
  • Maintain and update customer records with relevant current information

KEY MEASUREMENTS:

  • Delivery of first class customer service to internal and external customers
  • Meeting departmental deadlines and achieving objectives
  • Response to service requests within SLA’s

SPECIAL REQUIREMENTS:

  • Relevant experience within a call centre / dispatch position environment
  • Meeting departmental deadlines and achieving objectives
  • A Passion for delivering excellent customer service

IN RETURN WE OFFER:

  • Working hours Monday – Friday, 9:00am – 5:30pm with one hour for lunch, unpaid.
  • Initially 23 Days annual leave in addition to Bank Holidays rising to 26 after 5 years service
  • Excellent training & development opportunities within a growing organisation
  • Life insurance
  • BUPA health assessment
  • Employee Assistance Programme
  • Volunteering leave policy
  • Free parking
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