Fuzion 4 Group
Customer Support Coordinator
Role Details
Role Title:
Customer Support Coordinator
Department / Function:
Customer Support (Service Desk Model)
Reports To:
Customer Service Manager
Location:
Fuzion 4 Head Office, St Leonards on Sea
Role Purpose
The Customer Support Coordinator is responsible for supporting the delivery of a consistent, controlled, and efficient customer experience across all service and installation activities.
The role exists to:
· manage customer communication and expectations in a structured and consistent manner
· coordinate scheduling and workflow across service and installation functions
· ensure jobs are accurately logged, tracked, updated, and completed
· support engineers by controlling information flow and reducing interruptions
· maintain operational control of administrative and workflow processes
This role operates within the Customer Support function, forming part of a centralised team responsible for customer communication, scheduling, and operational coordination.
Salary & Benefits
Salary: £28,080.00 - £29,536.00 per year
Holidays: 22 days plus all UK statutory Bank Holidays (increases with time served)
Benefits:
· Enrolled into company pension scheme after 3 months (opt out if you choose)
· Free parking available (compound/on street)
Working Arrangements
Location: Office-based (Customer Support environment)
Hours: 40 hours per week (8.30am – 5pm with a 30minute unpaid break for lunch)
Travel: Not typically required
Primary Outcomes (12-Month View)
After 12 months, the following must be true:
· Customer communication is consistent, proactive, and well managed
· Scheduling across service and install is efficient and coordinated
· Engineers receive accurate and complete job information
· Jobs are properly logged, tracked, and closed without gaps
· Administrative workflow is accurate and reliable
· Customer queries and issues are handled effectively and promptly
· The function operates with reduced reliance on individual knowledge
Key Responsibilities
1. Customer Communication
· Act as a primary point of contact for incoming calls, emails, and customer queries
· Provide updates, confirmations, and progress communication
· Manage expectations clearly and professionally
- Handle initial complaints and escalate where required
2. Scheduling & Coordination
· Schedule engineers for service and installation work
· Manage diaries, capacity, and changes to schedules
· Reallocate work in response to delays, absences, or priority changes
- Ensure engineers have correct and complete job information
3. Workflow & Job Management
· Log, update, and maintain job records accurately
· Track job status from creation to completion
· Ensure follow-on works are identified and coordinated
- Maintain visibility of open and outstanding work
4. Operational Administration
· Maintain accurate documentation and system records
· Support completion of job documentation and certification
· Assist with job closure, billing preparation, and admin processes
- Ensure system data supports reporting and operational visibility
5. Cross-Functional Support
· Work closely with Service, Install, Commercial, and Engineering teams
· Support coordination between functions to ensure smooth delivery
- Highlight risks, delays, or issues impacting customer experience
Decision Authority & Escalation
This role decides independently:
· Scheduling adjustments and daily coordination priorities
· Timing and method of routine customer communication
This role influences or recommends:
· Workflow improvements
· Resource and scheduling efficiency
· Customer communication approach and improvements
This role escalates:
· Capacity or scheduling issues
· Customer complaints or risks
· Operational issues impacting delivery
Key Interfaces
Works closely with:
· Customer Services Manager
· Service Manager
· Install Manager
· Field Engineers
· Commercial Team
Provides support to:
· Customers
· Engineers
· Operational teams
Measures of Success
· Timely and effective customer communication
· Reduction in missed or delayed appointments
· Accuracy of job records and administration
· Scheduling efficiency and utilisation
· Reduction in engineer interruptions
· Positive customer experience and feedback
· Reduction in workflow delays and errors
Role Constraints
· Authority is limited to operational coordination, not commercial decisions
· Must operate within defined workflows, processes, and systems
· Cannot override technical or commercial decisions
· Must escalate issues outside defined authority
Technical Qualifications & Experience
1. Essential Qualifications
· Relevant administrative or business experience (or equivalent) – Minimum 5yrs
2. Systems & Technical Experience
· Experience using CRM, scheduling, or job management systems
· Ability to manage digital workflows and operational systems
3. Experience & Capability
· Strong organisational and coordination skills
· Experience in customer service or operational support
· Ability to manage multiple priorities in a fast-paced environment
· Clear and professional communication skills
· Strong problem-solving ability
· Attention to detail and accuracy
4. Academic / Foundational Requirements
· GCSE (or equivalent) in Mathematics and English C/4
5. Desirable
· Experience in a service, engineering, or scheduling environment
· Familiarity with Fire & Security, Electrical, or similar industries
· Experience supporting operational teams
Role Context
· Reports to: Customer Service Manager
· Embedded within: Customer Support Function
· Operates across: Service, Installation, and Commercial activities
About Fuzion 4 Group
Fuzion 4 Group is a specialist services business delivering fire and security, electrical, renewable, and locksmith solutions across a broad range of customers and environments.
Operating as one integrated group, the business brings together multiple technical disciplines under a single model, providing a consistent and reliable service across all areas of delivery.
Fuzion 4 Group focuses on:
· delivering technically correct and compliant solutions
· maintaining high service standards and consistency
· supporting customers through reliable, responsive service delivery
· developing internal capability through structured training and progression
The organisation operates with a clear emphasis on:
· technical excellence and professional standards
· clear, consistent, and predictable delivery
· long-term customer relationships
· continuous improvement across service, operations, and engineering
Pay: £28,080.00-£29,536.00 per year
Benefits:
- Free parking
- On-site parking
Application question(s):
- Customer Services training / qualifications are desirable.
Education:
- GCSE or equivalent (required)
Experience:
- Office based: 5 years (required)
Work Location: In person
