Here at Broderick’s, we specialize in vending and coffee solutions. We are a vibrant, successful and growing family-run business. We do things in different ways and we have jobs like no others! We welcome new ideas and proactivity to grow together, us as business and you as professional.
We are now looking to expand our fast paced and energetic Service Help Desk team with a Service Coordinator. This is an office-based role, working hours 8:00/08:30 to 16:30/17:00 with half an hour lunch break.
This role will appeal to a self-motivated individual who is proactive and works well under pressure, as part of a team with drive, determination and an eye for detail. We are looking for an individual who is willing to take ownership of any customer’s concern and be passionate about providing our clients with an outstanding customer experience. As well as someone who can build strong relationships with our remote engineers, not just out clients.
The role entails close collaboration with internal departments, remote engineers and external customers, meeting tight deadlines ensuring our SLAs are met, along with providing the best customer care.

SKILLS REQUIRED

• Excellent Telephone manner giving a high standard of verbal communication.
• Able to communicate well across all levels.
• Confident with IT, including Outlook, Excel, Word and PowerPoint.
• Able to work on your own initiative, multi task under-pressure and have a good knowledge of Customer base and Engineer areas.
• Organised and can prioritise tasks to meet deadlines.
• Excellent numeracy and problem-solving skills.
• Diligent and driven, with an excellent work ethic, and a “can do” attitude.
• Self-motivated, dedicated and hardworking, with a dedication to getting the job done.
• Excellent communication, drive and decision-making skills.
• High levels of data accuracy and attention to detail.
• Customer service experience: 1 year (preferred)

• Taking Incoming calls & Emails from the clients and accurately logging jobs onto the in-house system.
• Taking full ownership of the calls you have logged, following the full cycle of the call from start to finish, ensuring that they are closed down in a timely manner.
• Updating the system regularly to reflect the work completed with clear.
• Track and escalate open tasks when relevant.
• Monitor the Daily Engineers service call and closing service calls in timely manner.
• Planning and prioritising maintenance work.
• Scheduling engineer’s workload with the help from the Service Manager, to prioritise faults appropriately.
• Monitoring repeat faults and escalating when necessary.
• Supporting the planning and organising of installations and transport of machines.
• Support updating and converting templates and documents into electronic format (i.e. creating JotForm templates)
• Support Service Manager to rewrite and keep update department’s relevant procedures and process
• Any other ad-hoc administrative tasks