Role: Customer Service Coordinator

Location: Shirley Solihull B90 based at Blythe Valley Business Park 4 days a week and home working 1 day a week

Salary: To be discussed

Benefits: Annual bonus up to 10% salary, enhanced Aviva pension scheme, Aviva private medical for employee and immediate family, electric car scheme, cycle to work scheme and free parking

We are working on behalf of a leading technology organisation, who are seeking to recruit a Customer Service Operations Coordinator to join their Customer Access team based in Solihull.

As a Customer Operations Coordinator, you will work as part of a close knit team of 4 to provide proactive and reactive support to ensure safe, compliant and efficient access details to over 3,000 sites across the UK, Ireland and the Netherlands, while delivering a high standard of service to customers and supply chain partners by coordinating operations. Most of the customer coordination will involve using an internal automated system, with adhoc need to respond to queries received to a shared inbox, live chat and urgent incoming phone calls.

This role is office based 4 days a week, with 1 day working from home. It’s a full time position working Monday to Friday 8.30am until 5pm.

Role and Responsibilities:

* As a Customer Service Coordinator, you will be responsible for coordinating and managing customer and supply chain access to sites, acting as a key contact between internal teams, customers, contractors and landlords

* Responsible for managing the end-to-end site access process for both reactive and planned works

* Act as first point of contact for customers, engineers and contractors by email, phone and live chat to resolve issues where possible and escalating if required

* Closely review and approve Risk Assessments and Method Statements (RAMS)

* Promptly report health, safety and maintenance issues identified on site through the appropriate reporting channels

* Liaise with supply chain partners, arrange supervision where required and ensure all access instructions and documentation is issued on the system prior to site attendance

* Resolve monthly invoice queries such as raising purchase orders and cross checking cost data

* Produce accurate weekly and monthly reporting for internal and external review

* Create and manage internal system user access requests and queries

* Update internal database with access information, site access codes and images of completed works

* Ensure installations are accurately captured and recorded within asset tracking systems

* Deal with 3rd party systems and portals

* Request creation of new sites where required and upload site photographs and access videos following site visits

* Monitor, track and report KPI failures such as date changes and missing meter readings

* General administrative and customer focused tasks as required by the Access team

Skills and Experience Required:

* Proven experience in a similar Operations, Administrator or Customer Service Administrator role essential

* Excellent verbal and written communication skills

* Strong organisational and problem solving skills

* Customer-focused approach with the ability to deliver high standards of service

* Flexible and adaptable mindset in a fast-paced operational environment

* Ability to work as part of a team and confidently with external suppliers, customers and stakeholders

* Proactive and solution focused

* Experience within telecommunications, utilities or infrastructure environments desirable

Salary and Benefits:

* Salary to be discussed

* Annual bonus up to 10% salary

* Enhanced Aviva pension scheme

* Aviva private medical for employee and immediate family

* Electric car scheme

* Cycle to work scheme

* Free parking

If you have the relevant skills and experience and are seeking a fast paced Customer Service Operations Coordinator role within a leading organisation, please apply today