Customer Service Coordinator

Location: Hemel Hempstead
Salary: Competitive, dependent on experience
Hours: Monday–Friday, 8:30am–5:00pm
Contract: 12-month fixed-term contract (maternity cover)

The Opportunity

We are recruiting for a Customer Service Coordinator to join an established business based in Hemel Hempstead on a 12-month fixed-term contract to cover maternity leave.

This is a varied, hands-on role combining customer service, scheduling and coordination. You’ll act as a key point of contact for customers, managing service requests and coordinating engineers to ensure issues are dealt with efficiently and customers receive a great level of service.

Working closely with internal teams, engineers and external suppliers, you’ll help keep day-to-day operations running smoothly, managing schedules, prioritising requests and resolving issues as they arise.

The business uses a bespoke in-house system, and full training will be provided, so you don’t need previous experience with the software. What matters most is having the right attitude, strong organisational skills and a genuine passion for customer service.

Key Responsibilities

• Customer Service: Act as the main point of contact for customer enquiries, service requests and complaints, ensuring timely responses and a positive customer experience.
• Scheduling & Coordination: Coordinate engineer diaries and workloads, arranging on-site visits and remote support in line with customer requirements.
• Service Management: Log and monitor service requests, incidents and quality issues, ensuring these are followed through to resolution.
• Problem Solving: Manage changing priorities, investigate issues and know when to escalate more complex cases.
• Maintenance Planning: Schedule routine preventative maintenance visits in line with customer contracts.
• Administration & Reporting: Maintain accurate records, update internal systems and produce reports to identify and resolve recurring issues.
• Supplier Liaison: Communicate with suppliers and third-party providers to support the smooth delivery of services.
• Parts & Deliveries: Provide cover for parts ordering, deliveries and order fulfilment when required.
• Continuous Improvement: Contribute ideas to improve processes, service quality and operational efficiency.

About You

We’re looking for an enthusiastic, proactive and hands-on individual who enjoys a varied role and takes pride in delivering excellent customer service.

Ideally, you will have:

• Experience in customer service, customer coordination, scheduling, resource planning or a similar administrative role.
• Strong organisational skills, with the ability to manage diaries, coordinate schedules and prioritise competing demands.
• Excellent communication skills and a confident, professional telephone manner.
• Good attention to detail and the ability to manage multiple tasks accurately.
• A practical, solution-focused approach to resolving problems and handling customer queries.
• Good IT skills, including Microsoft Office.
• The confidence to use your own initiative while working collaboratively with colleagues and external contacts.

Previous experience coordinating engineers, field service teams or service appointments would be particularly beneficial.

What’s on Offer?

• A varied role combining customer service, scheduling and coordination.
• Full training on the company's bespoke in-house system.
• A supportive team environment.
• Full-time, office-based hours with no weekend working.
• A 12-month fixed-term contract, offering a great opportunity to develop your experience.

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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