Coordinator

Co-Ordinator – Business and Customer Support 

Description:  

Roles at this level works under supervision and prioritise own workload and ensure tasks are completed within agreed timescales. 

Accountabilities  

• Gather information through relevant business systems/tools to ensure that relevant data is recorded for reporting purposes. 

• Provide good customer service to ensure that requests for information are provided to avoid customer escalations. 

• Scheduling services / making appointments with customers to meet SLA’s. 

• Prioritises own workload to ensure that deadlines and customer requirements are met. 

• Advising and providing support to customers to satisfactorily resolve queries and escalating where appropriate.  

• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation. 

Performance Indicators 

• Ensure Department meets SLA performance targets. 

• Maintain & improve Customer satisfaction levels. 

• Understand and adhere to policies and procedures. 

• Demonstrates relevant Winning Together behaviours. 

• Maintains cost control requirements. 

Knowledge, Skills and Experience 

• Experience of relevant business systems e.g. SAP 

• Good working Knowledge of Microsoft Applications 

• Plans & organises own workload. 

• Proven experience of high standards of customer service 

• Good administrative experience, attention to detail, ensures accuracy of data, provides data for reporting and processing of information. 

• Excellent Interpersonal, literacy and numeracy skills and ability to build relationships at all levels. 

Requirements: 

Day to Day Duties: 

• Managing tickets from start to finish. 

• Adding parts and charges to customer tickets using ITSM / SAP/ SNow 

• Telephone calls for escalations, courier ETA’s and customer availability. 

• Delivery tracking via specified courier used. 

• Manual transfer of information from an internal system to a customer interface 

• Hitting SLA targets monthly 

• Learning multiple contracts to assist with other areas of the team. 

• Stock checking through SAP. 

• Escalation of stock issues through to supervisors, TLs, and repairs team 

• Choosing which courier to use to save cost for customer IE. Remote locations 

• Taking part in team meetings and huddles to share opinions and ideas for continued improvement. 

• Managing own email load 

• Responsible for the asset and serial information being correct on each individual ticket. 

• Closely following an internal 3 strike customer communication process  

• Working within a large team but also expected to work individually. 

• Following a hybrid working plan set out by the organisation.  

• Expected to work from multiple screens and multiple systems at the same time. 

• Ticket closing including asset management. 

• Multiple email distribution group managing.