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Job Summary:
Responsible for handling all incoming telephone calls and general email inquiries, acting as the primary interface between the company and customers. The role involves coordinating service calls and activities with the Service Management team, engineers, and customers to ensure timely resolution of breakdowns and minimal customer downtime.
Key responsibilities include managing service bookings, liaising with external contractors, processing orders, and updating company records and databases. Oversees the collection and distribution of Field Service Reports (FSRs), arranges hotel and transport bookings, and ensures company vehicles and building facilities are properly maintained. Additionally, they support the engineering team with administrative tasks and prepare quotations for non-contract work.
This position requires strong communication, organization, and multitasking skills to ensure efficient service operations and customer satisfaction.
Job Duties:
- Take all telephone calls into the Company and general email enquires. Deal with these according to Company procedures; be the 'interface' between the Company and our customers.
- Liaise with Service Management team/engineers and customers regarding service calls/activities.
- Send letters/information to existing and potential customers.
- Ensure all breakdown calls are attended and resolved in accordance with Company policy and in the appropriate manner for the Company, ensuring minimum customer downtime.
- Manage liaison between technical support/engineer and customer.
- Update call out log as required.
- Make service bookings, as required, with customers.
- Co-ordinate the collection and checking of field service reports (FSRs) from engineers and chase up when necessary. Distribute electronic FSRs to customers.
- o-ordinate/liaise with external contracting organisations regarding ongoing jobs etc in accordance with procedures. • Administration support for engineering team.
- aise and send quotations for non-contract work.
- Obtain suppliers where needed, process orders in accordance with Company policy.
- Update and maintain Company records and information databases.
- Collate all FSRs into database on website.
- Ensure all MOT and services of Company vehicles are carried out at appropriate times and records updated.
- Ensure all services relating to the estates element of the Company buildings are managed and dealt with in accordance with Company policy.
- Confirm all preventative maintenance visits with customers in writing, as well as any changes made throughout the year.
- Maintain service booking records for UK and Belgium.
- Hotel and transport booking
- PA support for Company Directors. • Assistance to Finance Manager.
- Raise customer invoices when requested.
- Assist with Company’s ISO 9001 accreditation retention.
- Carry out research assignments regarding new suppliers/processes etc.
- Undertake Freedom of Information requests and update Company records.
- ssist with writing of marketing articles and purchase of advertising and PR material/products.
- ssue engineer schedules.
- Maintenance and design of Company records, Databases/spreadsheets etc.
- Assist with sales campaigns, exhibition organising and production of sales materials.
Requirements:
- French speaking would be an advanatge but not essential
- Understanding and implementation of Company’s ethos of excellence in customer support.
- Excellent communication skills; both written and verbal.
- ttention to detail.
- Organisational skills; planning skills; analytical skills; critical thinking skills.
- Problem-solving skills.
- Computer skills.
- Multi-tasking abilities and flexibility.
- Integrity, honesty, confidentiality.
Working Hours:
- 9:00 - 17:30; Monday to Friday excluding bank holidays
- Thursday emergency call taking from 7:30 am to 9:00 am.
- To cover Supervisor’s holiday - emergency telephone call taking 7:30 am to 9:00 am Monday - Friday.
