Job Summary
We’re seeking an organised and customer‑focused Service Desk Co‑ordinator to support our Service team and help deliver exceptional customer service. Acting as a central point of contact for both internal and external customers, you’ll play a key role in managing service requests, co‑ordinating engineers and maintaining accurate service records. Reporting to the Customer Services Manager, this role is ideal for someone who thrives in a fast‑paced helpdesk environment and can balance competing priorities while maintaining a high standard of accuracy and professionalism.
Pay: £28,000.00 with the view to increase to £29,624.00 after successful 6 month probation period
Based: Newbie, Annan
Pattern: Mon-Thurs 8am-4:30pm, Fri 8am-1pm.
Hours: full-time, 37 hours per week
Reporting To: Customer Services Manager
Direct Reports: None
Responsibilities
- Taking and liaising customers service requests via current software package
- Ensure all data in the Customer Relationship Management system (CRM) are up to date and accurate
- Manage Service Inspection (SI) contracts from estimate, planning and scheduling of new and current business
- Booking in work for service engineers ensuring their time is fully utilised and in line with any customer service level agreements
- Planning, co-ordinating and allocating resources to ensure all SI service contract visits are undertaken as per the agreed contract schedule in liaison with the client.
- Liasing with internal and external customers
- Ensure all invoicing is completed in a timely manner
- Checking job reports to ensure any further identified or required work is actioned or passed to the relevant internal contract for quotation or follow up.
- Liasing with service engineers, and internal customers to align job records
- General administration duties, which include but are not limited to, arranging car hire, booking accommodation, submitting expenses, consolidating overtime and timesheets.
Skills
- This key position requires the ability to work under pressure whilst retaining and ability to stay focussed and able to prioritise workload.
- A high level of organisational skills will be required
- Ability to deal with challenging customer service situations, and a high level of assertiveness
- Good understanding of geographical locations, and associated travel time.
- Familiar with IT systems, such as Microsoft Office.
- Excellent communication skills
- Ability to prioritise workload.
- Accurate attention to detail.
Benefits
Company Pension Scheme (7% Employer Pension Contribution once 5% from employee)
Death in Service x2 Salary
Medicash Cash Plan (savings on dental, optical and many more)
1pm Friday Finish
Company Events
Pay: £28,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Annan DG12: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
