Job Title: Senior Customer Support and Operations Co-ordinator
Department: Business Support
Reporting to: Senior Customer Support and Operations Co-ordinator
Grade: 5
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 develop and contribute to marketing ideas and strategies in collaboration with Sales and Marketing Director.
11. To analyse engineer performance against key performance indicators.
12. Manage and have oversight of Issues Log, bringing recurring issues to the attention of the line manager.
13. Prepare and present weekly performance reports
14. Plan, prepare and chair weekly team meetings.
15. Supervise customer service and operational assistants
16. Train and mentor customer service assistants and co-ordinators as required
17. To monitor performance of office staff and bring issues to the Office Manager.