Help Desk Coordinator

We are looking for proactive and organised individuals to join our Engineering Service Scheduling and Equipment Installations team to provide administrative and customer service support to our portfolio of dental customers. These varied roles will internally manage customer expectations and liaise with different departments of the business to ensure our dental engineers and equipment requests are coordinated in a timely manner. No two days are the same in these fast paced roles! So we need individuals who have a keen eye for detail, excellent communication skills and enjoy working in a collaborative environment.

Main Duties & Responsibilities

• Answering emails and inbound/outbound calls from our dental customers and suppliers, resolving engineering support queries and actioning equipment requests.
• Providing efficient time and geographical management to the engineer’s scheduling diary
• Scheduling planned maintenance service work to ensure customer equipment is compliant and following manufacturer’s standards.
• Liaising with teams to arrange deliveries and the installation of dental equipment.
• Assisting with the invoicing process, ensuring quotations are raised in an efficient manner and resolving any key client issues or complaints.
• Managing multiple inbox, providing timelines to customers and ensuring multiple system are maintained and kept up to date with relevant information.
• Being commercially driven working to service group KPI targets in terms of revenue, attendance to breakdowns and communication levels to customers.
• Being first point of contact for engineering support to our customers on incoming phone calls.
• Raise breakdown cases on the Microsoft CRM Field One system, assign to an engineer and keep customer updated. Follow any customer enquiry through to conclusion
• Building customer and supplier relationships and providing quality care and customer and supplier satisfaction.
• Respond knowledgeably to questions or queries from existing and future customers on our product and service offering
• Ensure customer is provided with all documentation and reports following an engineer visit which allows them to remain compliant for any inspection visits.

What we offer:

• Discretionary company performance related bonus.
• Comprehensive discount portal including gym memberships, shopping savings and days out.
• SmartPay loan scheme - with the added bonus of no interest being applied.
• Cycle2Work scheme.
• Enhanced holiday entitlement – 33 days in total, including bank holidays.
• Additional day off to celebrate your BIRTHDAY!
• Ability to purchase additional annual leave.
• Company Pension scheme.
• Dental Plan.
• Company sick pay, life assurance, and enhanced maternity/paternity pay.
• Eye test vouchers.
• Mental health support services and a virtual GP service.
• Free parking on site.​​​​​​​

Who are DD?

DD offers specialist products, equipment, and support services to the dental and beauty markets across the UK and the Republic of Ireland. We are rapidly growing, and our vision is to become healthcare’s first choice for clinical treatment products and service solutions. Our scheduling team is full of energy, with a passion for what they do. So it’s key that you have proven customer service or call-handling experience and are keen to be part of a collaborative team.

Given the location of this office, it is essential that you have access to your own transport.

Please note that applications for this role will close on Friday 18th October 2024 after which the shortlisting process will begin and should you be selected for an interview a member of our recruitment team will reach out to you.