The Role
The Service Co-Ordinator is a central quality and control role within the Service Desk, responsible for ensuring tickets, communications, reporting, and service processes are delivered consistently, accurately, and on time. Through regular call handling, they are one of the primary points of contact for customers, acting as a trusted conduit for customer feedback and the voice of the customer within the service organization.
This role acts as the conduit between engineers, service delivery, account management, and customers, improving customer experience through structure, visibility, and governance rather than technical resolution.
Responsibilities
Quality manager for Ticket Hygiene and Standards, assessed through regular ticket audits.
Ensure time entries are accurate, timely, and compliant with standards, working with Service Delivery Management to ensure compliance across teams.
Act as ConnectWise Ticketing SME for Service, recommending and requesting improvements as required, ensuring we are aligned to best practice.
Assist with reporting, views and operational dashboards both internal and external, providing insights not just data.
Own customer feedback processes: NPS, CSAT, CES and Customer Sentiment tracking.
Take follow-up calls from customers and route to correct resources.
Monitor call quality and volume, identifying trends and training needs.
Manage complaints end to end, ensuring they have been closed off to an acceptable standard and info gathered facilitates improvement.
Requirements
Experience in a customer-facing role, with a proven track record of assisting customers in times of pressure or stress.
Communication (Oral): Speaks English clearly and persuasively, listens and gets clarification, responds well to questions, demonstrates group presentation skills, participates in meetings.
Communication (Written): Ability to communicate in writing clearly in English and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively; clearly documents everything created.
Problem Solving: Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems early; works well in group solving situations.
Business Ethics: Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Team Builder: Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems early; works well in group problem solving.
Analytical Skills: Ability to use thinking and reasoning to solve a problem.
Work ethic: Aim to complete projects to the highest possible professional standards.
Benefits / Perks
25 days annual leave + public holidays
One extra birthday leave day
Company Pension Scheme
Employee Assistance Programme (EAP) for wellbeing support
EkcOlympics: Global team activity challenges
Unlimited access to Pluralsight for continuous development
Real opportunities to grow, including international progression
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