Administrator / Technical Coordinator

Our Technical Coordinators are responsible for providing a first point of contact technical and administrative support to our engineers, customers, suppliers and other internal teams. A key responsibility of this role is to monitor and minimise the job abort percentage, and to work towards communicated targets and KPIs.

You'll be given high levels of autonomy in your role and be responsible for:

First point of contact to provide accurate and timely administrative support to internal and external customers of the Technical Helpdesk
Support engineers to complete their responsibilities with a key focus on minimising abort rates
Answer calls from engineers, providing guidance and instruction in a confident and accurate manner, using technical knowledge and existing company procedures
Liaise with customers and suppliers as appropriate to ensure full knowledge of issues and to provide solutions as well as first class customer service
Use systems to ensure that information is recorded accurately and with attention to detail
Analyse, manage and close emergency callouts, liaising with all affected parties to ensure fast and safe turnaround both within Service Level Agreement (SLAs) and in the most cost-effective manner
Ensure the correct emergency call out rates are paid to contractors in line with Energy Assets contracts
Accurately record and report relevant Management Information (MI) as required
Manage faults by planning customer visits in liaison with engineers
Order parts from logistics as required, tracking parts, and ensuring that jobs can complete as planned
Proactively look to improve efficiency and the customer journey
Build strong relationships with other internal teams in order to achieve mutual understanding, sharing of knowledge and discussions around continuous improvement
Play an active part in the team, promoting a positive working culture and effective working practices, representing the company in a professional manner in line with our core values

the ability to remain calm and in control of a demanding and varied workload in an often fast moving environment
ability to prioritise own workload, and knowing when to appropriately escalate issues or questions
attention to detail, and a pride in providing accurate and timely support
strong problem solving and issue resolution ability
good communication skills, both written and oral
first class customer service skills
previous industry experience an advantage
Working with us you will benefit from

Established in 2005, we're a leading, nationwide, utilities infrastructure business, providing:

innovative metering and data services
future-proofed network construction and ownership solutions
low carbon service offerings.

We partner with major energy suppliers and utility constructors to deliver our services to the UK's most prestigious brands and public sector institutions.

Competitive compensation package - you'll receive a competitive salary starting of £23,665, plus the opportunity to receive an annual performance based bonus.

Work life balance - you'll benefit from 30 days holiday, which increases each year to a maximum of 35 days.

Critical injury scheme - we take safety at work very seriously. There are high levels of risk mitigation in place to keep everyone safe and we take pride in the fact our safety statistics are excellent. However, you can rest assured in the event a serious injury occurred, you'll receive support and financial assistance.

Down to earth and welcoming culture - you'll be part of a friendly, welcoming, and diverse team who are really looking forward to receiving the next intake of new starts.

Future career opportunity - as we're a large organisation covering end-to-end, meter-to-main solutions - there's lots of opportunity to grow and progress your future utilities career further.

Long-term, stable industry - this is a permanent role and you'll be part of an innovative, financially robust organisation, with ambitious growth plans in one of Britain's core industries