Service Desk Coordinator

Who we are

We deliver intuitive, luxurious environments where technology and design converge to transform the experience of home. We work closely with contractors and design teams to create some of the finest homes and boutique hospitality spaces in the world. Designing, installing and providing long term support to the systems we deliver. From IT, Lighting, Audio-Visual, Control, Cinemas and Immersive spaces, we integrate seamless and simple to use technology for discerning clients and their homes and luxury spaces.

Our relationships with clients span much further than just the construction of a home or space. Long term support and aftercare is at the core of our business.

Our in-house team of designers, engineers, programmers and technology experts are all committed to delivering the highest quality systems to our clients. We pride ourselves on our long-standing reputation for delivering market-leading solutions.

Role Purpose

Do you thrive in a busy work setting and enjoy problem solving? We are seeking a highly organised and proactive Service Desk Coordinator to join our Concierge team.

As a business renowned for meeting and exceeding its commitments, we are dedicated to providing the best service levels for our clients. Our dedicated Concierge team provide industry leading aftercare to our clients; 24/7, 365 days a year. This role plays a pivotal part in what we deliver.

The focus of your role will be to provide administration and oversite of all service tickets.

You will manage incoming service tickets via both phone and email. Initial assessment of all service tickets for classification and assignment to a service desk engineer.

Management of transition between relevant resources within the service department from creation until the point of completion.

The role will involve high levels of client interaction and will require you to work closely with customers and other professionals to achieve the desired results.

Working as part of the Service department you will be expected to build strong working relationships with all Service colleagues and the wider Cornflake team.

Key Responsibilities

• Manage the Concierge inbox daily, prioritising inbound emails according to client SLAs and urgency.
• Managing of the Cornflake CRM system, ensuring client profile information is accurate and updated before tasks are distributed.
• Allocate service engineers to tasks, managing time, workload, and availability.
• Maintain sufficient engineer capacity to respond to emergencies and short SLA tasks.
• Monitor progress of maintenance/ resolutions and email, ensuring timely completion.
• Maintain clear and professional communication and progress updates with clients when booking and confirming work and throughout the remote support process.
• Manage ever-changing daily diaries, re-assigning or re-booking engineers as necessary.
• Assist with quoting and ordering of stock/parts when required.
• Proactively manage and drive the Concierge contract proposals and uptake, leading on contract renewals.
• Coordinate the on-call rota and annual leave for the service engineer team.
• Support the profitability and efficiency of the Service Department through effective coordination, monitoring and assessing concierge contract visits to evaluate efficiency of contract versus visits / time spent

Skills & Experience

• Strong administration skills with excellent attention to detail and accuracy.
• Proven experience scheduling site visits in a busy service environment.
• Exceptional communication skills, including a professional and confident telephone manner.
• Ability to multi-task, prioritise effectively, and manage competing demands.
• Competent IT skills, with experience using Microsoft Office, and ticketing systems.
• Background in customer service, service support, or coordination within an IT or engineering industry, ideally from an Audio-Visual background or similar.
• Ability to maintain strong professional working relationships with clients and colleagues.

Why Join Us?

• Competitive Salary and Benefits
• 23 days Annual leave, UK Bank Holidays and your Birthday off
• Company Pension Plan
• Regular Work Social events
• Ongoing Training and development opportunities
• Working hours 37.5 per week