Alpine Fire Engineers Ltd
Service Delivery Coordinator
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Role title: Service Co-Ordinator
Reporting to: Service Delivery Manager
Dept: Service Delivery
Contract/Employment type: Permanent & Full-time (37.5 hours p/w)
Location: Bury, Manchester (on-site)
PURPOSE
To support our customers in the delivery of planned maintenance and remedial work to maintain their fire safety systems. To provide high standards of customer service to all Alpine customers through the effective use of processes and systems, measured against agreed KPI’s and in line with our Alpine Vision and values.
DESCRIPTION OF THE ROLE (including accountabilities)
- To provide customer service excellence with all contacts through all relevant channels – email, phone, customer portals, and Alpines in-house management system – AIMS.
- To work collaboratively with other business functions to ensure high customer service is consistently delivered. E.g. liaising with other departments within the business.
- To deliver efficient scheduling of engineers to ensure we meet the requirements of our Customer Service Level Agreements – planning and organizing work for engineers consisting of service level PPM’s, remedial works, call outs, and relevant training days.
- To ensure individual performance actively contributes to the achievement of the agreed key performance indicators of ppm fulfilment, reactive response, and corrective measures in line with LPC requirements and Alpine competencies.
- Prioritise tasks and workload on a day-to-day basis.
- To accurately manage individual customer portals (uploading certificates, job cards, and quotations).
- Adhere to policies and procedures relating to Health & Safety and Quality Assurance. Issuing RAMS for PPM and remedial works.
- Monitoring collective Service Delivery inbox and actioning any inbound queries or callouts.
- Actively making outbound phone calls to engineers and clients and in turn receiving inbound phone calls.
- Ideal candidate will be able to work well under pressure and in a fast-paced reactive environment.
- The above accountabilities may change as the role develops.
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ESSENTIAL EXPERIENCE
- Previous experience in a customer service, service coordination, or administration role.
- Experience scheduling or coordinating engineers, technicians, or field-based staff.
- Experience handling a high volume of phone calls, emails, and customer queries.
- Experience working in a fast-paced, reactive environment with competing priorities.
- Experience using CRM, scheduling, or job management systems (experience with AIMS would be an advantage but isn't usually essential).
- Confident using Microsoft Office, particularly Outlook, Excel, and Word.
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BENEFITS
- 22 days holiday + bank holidays
- Up to 10% Company Bonus Scheme (5% in Dec and 5% in Jun)
- Holiday Purchase Scheme (colleagues have the chance to purchase up to 5 days additional annual leave)
- Health Cash Plan
- Enhanced Sick Pay
- Enhanced Mat/Pat Leave
- Company Events!
Disability Confident Employer
We are proud to be a Disability Confident Employer and are committed to creating an inclusive workplace where everyone has the opportunity to succeed. We welcome applications from people of all backgrounds, including disabled candidates, and are dedicated to providing a fair and accessible recruitment process.
If you require any reasonable adjustments at any stage of the recruitment process or throughout your employment, please let us know. We will work with you to provide the support you need to perform at your best.
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