Senior Service Coordinator

IT Services organisation requires highly organised and motivated leader for Service Coordinator team

Your new company

Our client is an Australian IT Services business founded originally in North Queensland for the purpose of servicing business clients, particularly in remote regions.

Your new role

To serve as a conduit between customers and technicians to ensure the timely allocation and completion of tasks within contracted SLA’s and to ensure the accurate capture and billing of time.

This role connects our business to our customers, keeps our technicians on task, focused on the most important priorities and constantly improving.

• Work towards maximising profitability for the business by increasing billable hours
• Keep track of current and projected workloads for your team
• Produce reports to analyse and suggest improvements to practices, procedures and time capture
• Provide excellent customer service
• Mentor technicians on administrative aspects of their position
• Coordinate and schedule resources for service requests
• Manage activities of all technicians, manage workflow of all service requests
• Review and manage the service request backlog as needed
• Ensure all actions are completed in accordance with the recommendation timeline and management expectations
• Provide quotations, undertake administration and escalate tasks for service agents as required
• Maintain Project and Job scheduling details for resource planning
• Function as Queue Administrator for the Service, Tennant Creek, Alice Springs and Projects Service Boards
• Project invoicing and non-standard invoicing activity
• Maintain customer agreement and configurations
• Contribute to the development of office systems to provide more efficient outcomes

What you'll need to succeed

• Cert 4 in business or equivalent level of experience
• Experience in team leadership, office management or similar
• Demonstrated ability to delegate tasks and coordinate team activity in an effective manner
• Ability to think outside the box and problem solve
• Intermediate Excel skills
• Demonstrated ability to meet objectives within tight timelines
• Flexible mindset, able to adapt to a change
• Demonstrated ability to increase profitability through improved processes
• Clear and confident communication skills, both written and verbal

What you'll get in return

• Permanent role in a growing business
• Generous salary
• Training and development opportunities

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Olivia on 08 8943 6009 or email Olivia.Kent@hays.com.au

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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