Job Title: Customer Support and Operations Co-ordinator
Department: Business Support
Reporting to: Senior Customer Support and Operations Co-ordinator
Grade: 4
Hours per Week: 40
Location:  Bristol, Bath, Exeter, Gloucester, Wiltshire, South Wales
Special Conditions: Monday to Friday 8am-5pm plus Out of Hours Service
Split shift* – Monday to Friday 12pm-9pm when on call (1 in 4)
4 days on / 3 days off** (based on 10-hour shift)

Specific Roles:
1. Answering incoming telephone calls in a timely and polite manner
2. Advise customers of the range of services that best meet their need
3. Make outbound calls to customers requesting feedback on completion of a project
4. Promptly responding to enquiries received by email including enquiries through Check-a-trade and Google
5. Ensure customers are kept informed of their job status.
6. Accurately log all new enquiries and service requests in the company systems
7. Scheduling of new jobs immediately, and in a suitable time slot for engineers
8. Prepare and manage weekly engineer schedules
9. Collaborating with field engineers and working together to deliver exceptional services.
10.To plan, organise and carry out Onboarding with newly appointed staff.
11. Ensure issue logs are completed in real time.
12. Supervise customer service and operational assistants.
13. Participate in weekly toolbox meetings and come prepared with innovative ideas for improvement.
14. Prepare KPI data for review in the weekly toolbox meeting and any other duties
commensurate with KPI targets.