Service Support Coordinator

Competitive | London | Contract
Posted 1 month ago

Service Support Coordinator (Perm)
Location – Can be UK wide
£ Competitive

InterQuest Solutions are delighted to be working with one of our most valued clients supporting them with the recruitment of a Service Support Coordinator to join their thriving team. This is a permanent role which can be based across the UK to suit potential candidates

Ideal candidates would have some exposure to the IT, electro–mechanical or print sectors and will be looking for a role which is no longer 100% field based

Duties & Responsibilities
• Implement projects, initiatives and plans as part of the Service Strategy to maintain and improve service support operations.
• Coordinate the service and support operations in EMEA across the internal sites and any indirect channels
• Maintain a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
• Provide leadership and direction to the local country service management teams ensuring appropriate and robust service management and review frameworks are in place
• Take responsibility for and manage customer escalations to resolution and drive a continual service improvement programme
• Ensure the effectiveness of the team against SLA/KPI?s, coordinating change as needed to deliver continual service improvement
• Ensure the teams are skilled, trained and developed to enable them to deliver high quality service and support. Whilst also ensuring operational procedures and practices are well defined, documented and consistently applied
• Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
• Work closely with implementation managers to ensure new customer installations are effectively supported and pass customer acceptance

Skills & Experience
• Knowledge and experience of service delivery in complex production environments with ability to deliver to contracted service levels.
• Have a good level of commercial acumen and understanding of business metrics and KPIs
• Communicate with and give direction to teams where English is not their first language
• Be able to identify opportunities for efficiency, cost reduction and continuous improvement
• Have excellent communication, influencing and customer (internal/external) management skills
• Passionate about delivering exceptional service
• An additional European language is an advantage
• Proven Microsoft Office experience especially Excel and Power Point

For more information about this role, please contact:

Rachel Loughlin
0161 237 0063

See Rachel Loughlin's jobs
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