Customer Service Coordinator

Reference: 5206

Location:

Hemel Hempstead

Salary:
Competitive, dependent on experience

Hours:

Monday-Friday, 8:30am-5:00pm

Contract:

12-month fixed-term contract

We are recruiting for a Customer Service Coordinator to join an established business based in Hemel Hempstead on a 12-month fixed-term contract to cover maternity leave.

This is a varied, hands-on role combining customer service, scheduling and coordination. You'll act as a key point of contact for customers, managing service requests and coordinating engineers to ensure issues are dealt with efficiently and customers receive a great level of service.

Working closely with internal teams, engineers and external suppliers, you'll help keep day-to-day operations running smoothly, managing schedules, prioritising requests and resolving issues as they arise.

The business uses a bespoke in-house system, and full training will be provided, so you don't need previous experience with the software. What matters most is having the right attitude, strong organisational skills and a genuine passion for customer service.

• Customer Service:
  Act as the main point of contact for customer enquiries, service requests and complaints, ensuring timely responses and a positive customer experience.
• Scheduling & Coordination:
  Coordinate engineer diaries and workloads, arranging on-site visits and remote support in line with customer requirements.
• Service Management:
  Log and monitor service requests, incidents and quality issues, ensuring these are followed through to resolution.
• Problem Solving:
  Manage changing priorities, investigate issues and know when to escal
  ** ting more complex cases.
• Maintenance Planning:
  Schedule routine preventative maintenance visits in line with customer contracts.
• Administration & Reporting:
  Maintain accurate records, update internal systems and produce reports to identify and resolve recurring issues.
• Supplier Liaison:
  Communicate with suppliers and third-party providers to support the smooth delivery of services.
• Parts & Deliveries:
  Provide cover for parts ordering, deliveries and order fulfilment when required.
• Continuous Improvement:
  Contribute ideas to improve processes, service quality and operational efficiency.

We're looking for an enthusiastic, proactive and hands-on individual who enjoys a varied role and takes pride in delivering excellent customer service.

• Experience in customer service, customer coordination, scheduling, resource planning or a similar administrative role.
• Strong organisational skills, with the ability to manage diaries, coordinate schedules and prioritise competing demands.
• Excellent communication skills and a confident, professional telephone manner.
• Good attention to detail and the ability to manage multiple tasks accurately.
• A practical, solution-focused approach to resolving problems and handling customer queries.
• Good IT skills, including Microsoft Office.
• The confidence to use your own initiative while working collaboratively with colleagues and external contacts.
• Previous experience coordinating engineers, field service teams or service appointments would be particularly beneficial.

• A varied role combining customer service, scheduling and coordination.
• Full training on the company's bespoke in-house system.
• A supportive team environment.
• Full-time, office-based hours with no weekend working.
• A 12-month fixed-term contract, offering a great opportunity to develop your experience.