Customer Support & Planning Coordinator

at  Apogee Corp

Maidstone
Job Summary
Winner of the Investors in Sales 2023 and Winner of the PrintIT Awards for Employee Experience 2021, Apogee Corporation provide Managed Workplace, Managed Print and Managed IT Services with Europe's Largest Multi-Brand solution. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.
We are committed to our sustainability objectives and are involved in frequent community and charity initiatives to support our vision. We are passionate about diversity, equity, and inclusion with a culture of originality.
Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.
About us
As our Customer Support & Planning Coordinator, you’ll play a crucial role in maintaining excellent client relationships and ensuring top-level customer satisfaction. Acting as the primary contact point, you will handle enquiries, resolve issues promptly, coordinate field services efficiently, and support our commitment to delivering exceptional customer experiences.

Customer Support: Respond to customer enquiries via phone, email, or chat, providing accurate information and solutions with professionalism and empathy.
Communication: Confirm appointments, provide updates, and promptly address customer concerns to maintain clear communication channels.
Escalation Handling: Identify and escalate complex issues to ensure timely resolution by senior support staff or relevant departments.
Product Knowledge: Develop a deep understanding of Apogee’s products and services to assist customers effectively and stay updated on product changes.
Planning and Coordination: Coordinate with field engineers to optimise scheduling, monitor progress, and address issues as they arise.
Administrative Tasks: Perform administrative duties such as updating customer information and managing service requests efficiently.
Work Order Management: Receive and prioritise work orders, ensuring accurate documentation and distribution to field engineers based on SLAs.
About you
Customer Service Experience: We’re open to anyone with experience in customer service, whether that’s in retail, hospitality, call centres, or any other sector. If you’ve ever had to deal with customers, solve problems on the spot, or handle enquiries, you’re what we’re looking for.
People Skills: You’ll need excellent communication skills, patience, and the ability to stay calm and positive even under pressure. We’re looking for someone who can listen, empathise, and provide great service in every interaction.
Tech-Savvy: You don’t need to be an expert, but basic computer skills and experience with Microsoft Office are important. We’ll train you on the specific software we use.
Organisational Skills: This role involves juggling multiple tasks at once, so strong organisation and time management skills are key.
Benefits
Flexible working options
33 days holiday including bank holidays
Holiday purchase scheme
Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
2 paid days off per year for voluntary work to support our local communities
Pension scheme
Life assurance 4 x salary
Sponsorship for professional development and memberships
Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
Mental health first aider support programme
Cycle2work scheme
Discounted Gym Membership
Eye care voucher scheme
Free flu vaccinations
Employee social events and recognition activities throughout the year
HP Employee discount programmes
Mobile phone discounts
We are a Disability Confident Committed Employer
Please take the time to look at our excellent Glassdoor and Trustpilot reviews We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service.
Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working option