Customer Service Representative

We are looking for a Service Desk Coordinator to join our company and work for one of our long-term customers, who is a market leader in the provision of managed IT services to the retail and hospitality sectors and thrives on delivering customer satisfaction providing them with installation, maintenance, repairs, configuration and staging for all IT products, making them one of the most highly sort after IT services for some of the UKs largest retailers.

The responsibilities will include:

• Managing and maintaining accurate customer data
• Overseeing monthly SLA management
• Resolving aged calls efficiently
• Handling a high volume of incoming customer calls and emails
• Scheduling and booking engineer visits across the UK using bespoke software
• Raising job orders and ordering parts/stock
• Keeping customer records up to date
• Liaising with customers, engineers, and colleagues to ensure smooth operations

Requirements

In order to be considered for this role the candidates must have or be:

• Strong communication skills with internal and external stakeholders
• Confident working with IT systems and software packages (especially MS Office: Excel, PowerPoint, Teams)
• Ability to stay calm under pressure and solve problems logically
• Experience in customer service and office environments
• Strong GCSEs in Maths and English (or equivalent)

It’s a plus if they have

• Geographical awareness of the UK
• Experience in IT installation/maintenance (especially in retail, hospitality, or leisure)
• Knowledge of industry principles, business development, or client care

Ideal candidates' approach

• Positive, professional, and a team player
• Embraces change and behaves with integrity, honesty, and sensitivity
• Stays calm under pressure and takes ownership of tasks

Working hours: 40 hours per week/8 hours per day

Shift pattern: Working hours are between 08:00 and 19:00 on a rotating shift pattern, with one weekend worked per month.