A bit about the role
We have an exciting opportunity for a well organised, customer-focused individual to join our team in Newcastle. Working closely with the Service Delivery Manager, the C o-ordinator role will support the delivery of the Locksmith side of our business, supporting major clients through the management and allocation of direct and sub-contractor appointments.
We are looking for an enthusiastic, self-motivated, professional individual with excellent verbal and written communication skills. Work for this role comes through various channels (email, telephone and Google hangout instant messaging) so good pc skills and the ability to prioritise and manage your own workload are essential.
Seeka are one of the largest provider of Locksmith Services to the Utility Industry so this is an exciting opportunity to join us while we look to grow the business further. Seeka is part of M Group, a billion Pound turnover business with a wide and diverse portfolio.
We work with our clients and partners to ensure we keep abreast of industry developments and we remain at the forefront of proactively influencing the right pathways to success. M Group is a 2019 Times 100 Top Track Company.
If you like your days to fly by, then our role would be perfect for you! You will also have a flexible approach to tasks and working hours - availability to work 40 hours a week between Monday to Friday 8am to 8pm
Key Responsibilities
- Allocation of work to appropriate labour Sub-Contractor
- Managing the onboarding process of the subcontractor workforce
- Responsibility for ensuring subcontractors hold the appropriate documents to carry out work for Seeka
- General cancellations and amendments of jobs
- Ensure that all visits exceed the desired standard whilst delivering an excellent level of client satisfaction and service
- First point of contact for the client, customer and field based Engineer
- Handling both inbound and outbound calls and emails
- Efficient handling and resolution of customer complaints and managing expectations of the customer throughout in line with the business expectations: escalating to management level where required.
- Liaise with the operations management team to ensure efficient running of the process
- Gather /collate/submit accurate and meaningful management information and reporting as required.
- Completion of dashboards for internal and external KPI's
- Promote Seeka image at all times.
- Other duties may be undertaken as and when required, in particular when new business is gained
What you will bring to the role
Essential
- Dedicated to the provision of excellent customer services
- Professional telephone manner
- Excellent verbal and communication skills
- Extremely well organised and able to prioritise
- Self-motivated and enthusiastic
- Develop a team atmosphere through hard work, calmness and consistency whilst working unaccompanied
- Dealing with changing circumstances
- Delivering objectives and strict performance results
- Microsoft and IT literate
- Attention to detail, able to capture data accurately
- Self-motivated and enthusiastic
- Delivering objectives
- Ability to work closely with key stakeholders
Desirable
- Complaint handling experience
- Experience of planning and scheduling of work for field based workforce
What we offer
- 25 days holiday
- Access to My Rewards which provides amazing reductions on 1000's of purchases including Mobile Phone, Utility bill & top retail brand discounts
- Eye care vouchers
- Access to our Employee Assistance Programme
- Recommend a Friend and Earn scheme
- Reward & Recognition Scheme
- Opportunities to progress in a successful company