Lincat - Customer Resolution Coordinator Lincat is a thriving manufacturing business; one of the world's leading names in commercial catering equipment with over 50 years experience of delivering world class innovation and product quality to its extensive customer base. Our company manufactures 50,000 products each year and exports to 80+ countries. We have great products, great people and great customers. We have an exciting opportunity for a Customer Resolutions Coordinator to join our Internal Service team. You will be responsible for managing our service providers warranty service on a day-to-day basis. Ensuring our service provider is operating to their specific KPIs, and complaints handling and resolution of day-to-day issues are managed, resolved, collated and escalated accordingly. To be the key point of contact for day-to-day service issues for both our internal sales teams and our external warranty service provider. This is a full-time role, working 37.5 hours per week, Monday to Friday, from 8:30am to 4:30pm. Key Areas of Responsibility Assist Lincat Head of Service and Lincat Head of Customer Excellence with existing service provider performance. Act as key point of contact for service level provider for any day to day issues Act as liaison with Lincat Technical support to resolve ongoing service issues Providing administration support for Technical Services and providing backup information to accounts re chargeable invoices Become key point of contact for our internal sales teams for day to day service issue escalation Tracking of Customer Complaints, resolution of complaints and collation of complaints for the attention of the Lincat Head of Service and Lincat Head of Customer Excellence to assist in reviews. Review existing KPIs and flag up any performance issues in line with service level agreement to Head of Service contract manager. Day to Day review and management of Lincat/Service Provider Dashboard, flagging up key trends and concerns to Head of Service Cover for other Service Department roles when requested and carry out any other administrative duties as may reasonably be requested of the role Manage replacements units QAFs Other basic administration tasks such as the daily despatch report (sales and serial nos) and product recall reports Skills Required Strong communication skills, both written and verbal Ability to communicate with technicians to secure missing information. An appreciation of Lincat products (desirable) Basic knowledge of Accounts / Invoicing procedures Understanding of key service delivery principals Computer literate with multi tasking of several systems essential Experience working in a customer service or complaints management environment would be advantageous

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