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A leading specialist company in the installation of electronic security, AV and home automation systems is now looking for a Service & Support Co-ordinator to join their team in Enfield.

The company has been established for 25+ years. They are an innovative installation company specialising in the exciting and fast-moving field of smart home automation and smart home security encompassing CCTV, door entry, access control and related disciplines.

About the Role

The Service & Support Co-ordinator will support both residential high net-worth individuals and high-end corporate companies who have Audio Visual systems including video conferencing, IT, control systems, screens, cinemas and digital signage installed. Customer service and continuous communication with our clients is essential and key to this role, so a good telephone manner and written communication (via email) is essential.

Key Responsibilities:

* Ensure high levels of pro-active customer service at all times

* Provide regular contact with all our customers, building relationships and showing empathy whilst working towards finding solutions, in a timely manner

* Liaise with the multiroom technical team to provide information and quotes to our clients

* Schedule engineers in line with each client’s service level agreement

* Manage the engineer’s diary ensuring sufficient time to travel to/from each site as well as coordinating their time on site

* Should costs be incurred to the client, relay these costs to the customer whilst documenting the process

* Responsible for the resolution of all reported faults from first point of contact through to completion

* Constant contact with procurement department, always reassuring orders are documented, placed, received, and return engineer visits booked as necessary

* Handle all client complaints, calmly, professionally, and comprehensively. Should escalation be necessary, involve senior management as required

* Liaise with property management companies/main contractors for defect liabilities

* Ensure record keeping is at its best and up to date

Required Experience:

* Minimum 5 years of experience in a similar role

* Working knowledge of MS Office

* Previous experience in a technology company preferred

* Training will be provided in their procedures and specialist in-house software

Remuneration range and benefits available

* Salary: negotiable, depending on experience

* 40 hours a week – 8:00 am - 17:00 pm

* 25 days holiday + 8 bank holidays

* Pension

* Rewards and incentive package – includes discounts with major retailers