Customer Support & Planning Coordinator

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!

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As a Customer Support & Planning Coordinator, you will be the heartbeat of service delivery - acting as the first point of contact for customers while coordinating field engineers to ensure every request is handled efficiently and professionally.

This is not just a support role. It is a pivotal position where customer experience meets operational excellence. You will balance real-time problem solving with smart planning, ensuring the right engineer is in the right place at the right time.

What you will be doing

• Acting as the first point of contact for customers via phone, email, and digital channels
• Managing customer queries with professionalism, empathy, and urgency
• Scheduling and coordinating field engineers, ensuring optimal route planning and SLA adherence
• Allocating and prioritising work orders based on skills, availability, and location
• Communicating updates to customers and internal stakeholders to keep everything running smoothly
• Escalating complex issues and ensuring they are resolved quickly and effectively
• Maintaining accurate records, supporting administrative processes, and managing service data
• Continuously improving service delivery through attention to detail and proactive thinking

A typical working pattern is Monday to Friday, either 08.00 - 17.00, 08.30 - 17.30 or 09.00 - 18.00with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week afer training

You might already be working in customer support, service coordination, or a helpdesk environment - or you could be someone with strong organisational skills ready to step into a more operational role.

We are particularly interested in people who:

• Have experience in a customer-focused environment ieally within an office
• Stay calm and solutions-focused under pressure
• Communicate clearly and confidently with a wide range of stakeholders
• Can juggle multiple priorities without losing attention to detail
• Enjoy problem-solving and making things run more efficiently
• Are comfortable using systems and tools such as Microsoft Office or service platforms
• Bring energy, accountability, and a genuine commitment to delivering great service

Experience in dispatching or field service coordination is beneficial, but not essential - attitude and capability matter just as much here.

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

• Flexible working options
• 33 days holiday including bank holidays
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Divers…