Customer Support & Planning Coordinator

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

JOB DETAILS

As a Customer Support & Planning Coordinator, you will be the heartbeat of service delivery - acting as the first point of contact for customers while coordinating field engineers to ensure every request is handled efficiently and professionally.

This is not just a support role. It is a pivotal position where customer experience meets operational excellence. You will balance real time problem solving with smart planning, ensuring the right engineer is in the right place at the right time.

What you will be doing

• Act as the first point of contact for customers via phone, email, and digital channels
• Manage customer queries with professionalism, empathy, and urgency
• Schedule and coordinate field engineers, ensuring optimal route planning and SLA adherence
• Allocate and prioritise work orders based on skills, availability, and location
• Communicate updates to customers and internal stakeholders to keep everything running smoothly
• Escalate complex issues and ensure they are resolved quickly and effectively
• Maintain accurate records, support administrative processes, and manage service data
• Continuously improve service delivery through attention to detail and proactive thinking

A typical working pattern is Monday to Friday, either 08:00 - 17:00, 08:30 - 17:30 or 09:00 - 18:00 with a one hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five day working week.

SKILLS AND EXPERIENCE REQUIRED

You might already be working in customer support, service coordination, or a helpdesk environment - or you could be someone with strong organisational skills ready to step into a more operational role.

We are particularly interested in people who:

• Have experience in a customer focused environment
• Stay calm and solutions focused under pressure
• Communicate clearly and confidently with a wide range of stakeholders
• Can juggle multiple priorities without losing attention to detail
• Enjoy problem solving and making things run more efficiently
• Are comfortable using systems and tools such as Microsoft Office or service platforms
• Bring energy, accountability, and a genuine commitment to delivering great service

Experience in dispatching or field service coordination is beneficial, but not essential - attitude and capability matter just as much here.

We value candidates with AI literacy - individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward thinking business.

BENEFITS

• Flexible working options
• 33 days holiday including bank holidays
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support local communities
• Staff Reward Scheme
• Life assurance 4 salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

As an Equal Opportunity Employer, we welcome applications from all backgrounds and actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success and we encourage you to bring your whole self to Apogee.

Apogee supports flexibility and accessibility. If flexible working is important to you, please include it alongside your salary expectations so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, contact our Talent Team - we are committed to making your experience inclusive and accessible.

We support the Armed Forces community and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.