Engineering Coordinator Blackburn Chubb Customer Service

We're looking to add an Engineering Coordinator to our team here onsite in Blackburn. Working to a fortnightly shift pattern across a 37.5 week (no starts earlier than 7am or finishes later than 5pm) this is a critical role in the smooth running of this department. Building effective relationships with Engineers you'll work alongside them to ensure they can carry out their daily tasks efficiently and smoothly, keeping our valued clients happy.

Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally - Together we do great things!

• Free Onsite Parking
• Cycle to Work Scheme
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Employee Scholarship Scheme
• A Central Benefits Platform offering a wide variety discounts
• Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

Goals and Objectives:

• To respond to all calls in a dedicated, professional and effective manner.
• To deliver excellent service to all Customer Service Centre customers, internal and external.
• To ensure customer contractual obligations are met.
• To maintain company standards of customer relationships and confidentiality.
• To ensure compliance of working procedures at all times

Responsibilities:

• Take customer calls, capture and enter all customer information accurately into JDE. Check customer history to avoid duplication of calls.
• Ensure all calls are logged in accordance with the customer contractual obligation.
• Acting as the first point of contact for the customer and take ownership of all customer requests
• Effectively deploy and optimize the use of available service engineers. Consult with Supervisors and Area Managers to resolve issues.
• Timely escalation of any customer issues in accordance with the processes.
• To meet/exceed individual, team and department Key Performance Indicators.
• Carry out administration task associated with the engineer call allocation, planning and availability. Adhoc administration tasks.

Qualifications/ Experience/ Knowledge:

• Some customer experience e.g. Call Centre experience or customer service or customer facing experience.
• Basic level of computer skills including Windows, email and Excel
• Experience working in a fast paced environment with an ability to react to changes in demand in work load
• Ability to make decisions
• Working as part of a team to achieve objectives and KPI.