Customer Support and Planning coordinator

Customer Support and Planning Coordinator

Join Apogee Corporation as a key part of our customer and field operations team. In this role, you will be the central point of contact for customers and engineers, delivering exceptional service and support across phone, email, portal, and chat. You’ll manage work orders, schedule and optimise engineer visits, provide updates, and resolve escalations efficiently.

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations.

• Working pattern:
  Monday to Friday, 8:00 am – 5:00 pm, 8:30 am – 5:30 pm and 9:00 am – 6:00 pm – on a rota basis; hybrid after training.
• Salary: £25,396.80 per annum.
• Location:
  
  Tilbury, England, United Kingdom (possible other locations).
• Employment type:
  
  Full‑time;
  Entry level.

• Act as the first point of contact for customers, responding to inquiries via phone, email, portal, or chat.
• Schedule and coordinate field service activities, ensuring that work orders and tasks are assigned to field engineers in a timely and effective manner.
• Manage work orders, maintain accurate records, and handle administrative tasks.
• Provide updates and resolve escalations efficiently.
• Ensure that all interactions comply with company policies and service standards.
• Communicate with customers to confirm appointments, provide updates, and address concerns.
• Collaborate with field engineers, customers, and internal teams to optimise service delivery.

• Experience in a client‑focused customer service environment with strong administration skills.
• Experience in dispatching, field service coordination, or a related role is advantageous.
• Excellent communication and interpersonal skills, with the ability to remain calm under pressure.
• Patience and empathy when dealing with customer issues.
• Proficiency in using customer support software and other relevant tools (e.g., Microsoft Office).
• Strong problem‑solving and decision‑making abilities.
• Attention to detail and strong organisational and multitasking skills.
• Knowledge of geographic areas served to optimise routes is advantageous.

• Flexible working options.
• 33 days holiday including bank holidays.
• Holiday purchase scheme.
• Enhanced family‑friendly benefits (maternity, adoption, paternity, IVF).
• Two paid days off per year for voluntary work to support our local communities.
• Staff Reward Scheme.
• Pension scheme.
• Life assurance 4 × salary.
• Sponsorship for professional development and memberships.
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support.
• Mental health first‑aider support programme.
• Cycle2work scheme.
• Discounted gym membership.
• Eye care voucher scheme.
• Free flu vaccinations.
• Employee social events and recognition activities throughout the year.
• HP employee discount programmes.
• Mobile phone discounts.

We are an Equal Opportunity Employer and welcome applications from all backgrounds. Our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team.

Our application form is quick and easy—no need to repeat your entire CV. Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.