Customer service resource coordinator

UNDERSTANDING, SERVICE, TRUST 3 Words that Guarantee Results in Recruitment CUSTOMER SERVICE /HELPDESK REPRESENTATIVE Egham/Staines Salary up to GBP28,000 One of Europe #39;s foremost providers of integrated audio visual solutions with over 30 years unrivalled expertise in this fast paced industry professional with a successful track record of identifying opportunities in this fast paced industry. Due to the continued success and growth of the business are seeking to recruit a Self motivated Customer Services Representative, ambitious industry professional with a successful track record working with pre sales for video conferencing video streaming and digital signage. Working shifts Monday- Friday covering 7am -7pm Job Summary: The role is responsible for managing the Field Service Engineers (FSE #39;s) resource diary. Due to the nature of the Support Services business many of these areas are subject to SLA #39;s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are primary objectives of the role. Key Tasks * Dispatch and control efficient schedules for all engineers in reference to PMV #39;s, reactive and scheduled call outs and quoted works. * Checking system as your first job to ensure all engineers are logged in to resource management and on target * Liaising/chasing engineers throughout the day regarding SLA #39;s * Working alongside the engineers to make sure all relevant RAM #39;s, permits, change requests are sent to customers / third parties * Updating CRM portal with eta #39;s where applicable * Provide first point of contact for scheduling support * Central point of contact between Helpdesk and Service Engineers * Assist with retrieving engineer Service Reports * Ensuring performance targets are achieved and SLA #39;s are met, and the service team continues to improve and develop. * Help support and manage Engineer Holiday/absence requests * Liaising between internal departments to resolve any customer issues * Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption Document Owner: Ensure all procedures are followed, along with monitoring the engineer #39;s response to service calls received during the course of their duties * Ensure that any complaints received are dealt with in a professional manner and all actions taken reported to relevant Management * Carry out any other duties as requested by Management * Highlight any Training requirements for Engineers * Booking of engineering resource / Logistics / Travel * Raising of accurate escalations in a timely manner. General: * Relationship management with the FSE #39;s. * Weekly Touch-point meetings, reports and chairing of conference calls. Other Skills: * Effective action and follow-up of required activities * A meticulous attention to detail * Administration and organisational skills * Commercial awareness * Excellent customer relations and interpersonal skills * Ability to take responsibility Desirable Skills: * Experience of incident based ticketing systems * Working closely with the Customer Service Manager to develop process and best practice. * Experience of CRM systems, (desirable to be Microsoft Dynamics Experience in SAP and working in AV/VC technology with previous customer service experience Benefits: * 3% pension contribution (After 6 months probationary Period) * 23 days holiday in first year * Death in service (3x Annual Salary) * Private medical insurance (After 6 months probationary period) * Working for a company who has the infrastructure and resource to deliver the solutions they sell, Cutting edge video conferencing solutions * Join a company who will value you and your opinions *Working hours: Rotational shift patterns Monday - Friday covering 7am - 4pm and 10am-7pm