Customer Coordinator

• Manage all customer impacted work
• point of escalation for customers and clients dealing with phone calls, emails and work management systems
• complete root cause analysis for customer related issues
• develop understanding of reporting needs
• provide efficient reporting and look for continual improvement areas relating to customer service
• manage busy workload on own initiative
• adopt flexible approach to working day
• deal with all customer appointment work setting and managing customer expectations
• ensure information correctly provided to site engineers
• call customers with complaints and manage their journey
• be focal point for customer complaints and callbacks
• maintain liaison with Operations Supervisors and Site Engineers
• answer all phone calls and emails within agreed timeline
• manage cases from beginning to completion
• maintain work management systems ensuring customer information is accurate
• establish good relationships and resolve issues

• Strong IT skills to produce and share management spreadsheets, reports, and plans
• ability to communicate clearly and work effectively to deadlines in a fast-changing environment
• proven experience in a customer-focused role
• professional with strong verbal and numerical skills
• hold a valid driving licence
• ideally experience in the utilities industry

experience in the utilities industry

• 20 days annual leave plus bank holidays
• option to buy 5 more holidays
• group personal pension plan
• career development and progression with opportunity to earn professional qualifications
• 24/7 access to virtual GP and mental health support and counselling services
• cycle to work scheme
• discount club - supermarkets, phone bills, gyms and more
• life assurance cover
• long service recognition
• enhanced maternity pay
• active local social committees
• regular social events
• paid volunteering opportunities in your community