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 

• Gather information through relevant business and customer 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  

• 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 

• Ensure the workload is distributed and completed in line with any OLA’s & SLA’s  

• Ensure that any agreed appointments are followed in order and executed within given timeframes  

• Any failures or cancellations must be rebooked efficiently with minimal delay and impact 

• Liaise with both the end user & third parties as appropriate to ensure they are kept informed of call status 

• Ensure parts are ordered in a timely fashion.