Reactive Coordinator
The Company
A fantastic opportunity to join a local business with over 47 years in the security industry. Due to the growth of the business, we are looking to welcome a keen individual into our office team to drive forward and coordinate our customer reactive maintenance callouts. They will be coordinating and controlling our reactive callouts with the assistance of our operations manager and the reactive senior engineer team leader. They will need to be self-motivated, forward thinking with a proactive ‘can do’ work style. The successful candidate will need to be a highly organized, analytical individual who is able to handle a variety of tasks and think logically about any situation, to make the right decisions.
Job Role
· To manage the effective day to day reactive maintenance callouts, planning and managing engineer’s diaries for reactive works.
· Manage the reactive email inbox, responding to inbound and initiating outbound customer correspondence.
· Manage the reactive and other enquires phone line.
· Provide customers with assistance to guide them through their needs as required so that you can provide a solution to enable their fault to be rectified by our engineer either over the telephone or on a callout. Ensuring that the customers background and previous recommendations have been considered and advice accordingly.
· Ensure that the engineer has been provided with all the information required to carry out the works required, liaising with our stock coordinator to provide any parts and materials as needed.
· Have full knowledge of our engineer’s work abilities and specialities to enable the organisation and planning of reactive maintenance engineer’s diaries.
· To develop and build customer relationships ensuring the highest professional standards are always achieved promoting excellent customer experience.
· Reviewing the engineer’s completed works undertaken on our CRM software to raise and send customer invoices as required and quoted. Making sure our CRM software is up to date and detailed for works completed or recommended to ensure efficiency for future correspondence.
· Ensure any recommendations or further action works informed by the engineers are raised on our CRM software, quotes sent where relevant or passed onto the relevant person. Where you have quoted and advised the customer, following this up with the customer if not heard back.
· To manage the CRM software call log ensuring that all reactive calls are dealt with effectively and in a timely manner.
· Have full knowledge of all levels of maintenance contracts provided, ensuring callouts are classified accordingly, analysing contract callouts, call backs and chargeable callouts to feed back to the managers.
· Working with the planned preventative maintenance service department to bring together PPM visits and callouts where we can, streamlining engineer attendance increasing efficiency and customer experience.
· Handle and manage customer complaints should they arise, investigating and reviewing the details. Providing details to the managers in weekly meeting for future training or planning needs.
· Collate the reactive maintenance work hours KPI to monitor how many hours spent on callouts carried out under annual maintenance contracts to evaluate the impact on productivity.
· To achieve the performance standards set by our inspectorate body for timescales of carrying our reactive maintenance callouts in readiness for reporting at our annual inspection.
Skills, knowledge, and qualities required.
· Excellent customer service skills
· Strong communication skills
· Decision making skills
· Ability to prioritise
· Focused and highly organised
· Good knowledge of word processing, spreadsheets and other productivity software tools
· Work under self management
Job Type: Full-time
Schedule: Monday to Friday 9am to 5pm – 7 hour shift (Office closed for lunch 12:30pm to 1:30pm)
Location: Penarth office
Job Type: Full-time
Pay: £25,000.00-£29,000.00 per year
Benefits:
Work Location: In person
