Network Services Coordinator

Network Services Co-ordinator

Cannock – Office Based
Permanent | Full-Time | 37.5 hours per week (Saturday rota required)

Role Overview

We are looking for a Network Services Co-ordinator to join our Network Services team. This role supports the day to day operations of the department and acts as a key point of contact for both customers and member depots across the network.

You will be responsible for managing customer enquiries, supporting service coordination, maintaining strong relationships with depots, and ensuring a high standard of customer service is delivered at all times. The role also involves monitoring service issues, providing accurate information to customers, and helping maintain smooth communication across the network.

This is a fast paced role where strong organisation, communication, and problem solving skills are essential. You will work closely with internal teams and external stakeholders to ensure service excellence and effective resolution of customer enquiries.

Key Responsibilities

Customer Service & Communication

Act as a key point of contact for customer and depot enquiries.
Provide accurate and timely information to customers.
Manage incoming enquiries and ensure they are resolved efficiently.
Transfer calls and escalate issues to the appropriate departments when required.
Follow up on customer enquiries and monitor progress to resolution.
Respond to customers via email, telephone, and social media platforms.

Network Coordination

Develop and maintain strong working relationships with member depots.
Provide guidance to depots on APC policies and procedures when required.
Identify trends in customer enquiries and report them to Network Service Supervisors.
Assist in resolving service issues across the network.

Administration & Reporting

Compile and distribute spreadsheets and operational reports.
Maintain accurate data entry relating to discrepancies and service records.
Prepare memos and communications to be distributed across the network.
Ensure information shared with customers and depots is accurate and up to date.

Service Improvement & Relationship Management

Act as a consistent contact for allocated customers or depots where required.
Manage service related issues from enquiry through to resolution.
Maintain strong relationships that support customer retention and service satisfaction.
Identify opportunities to improve service delivery and provide feedback to management.

Candidate Requirements

Strong organisational skills with excellent written and verbal communication.
A professional telephone manner and customer focused approach.
Ability to build strong relationships with customers and depot partners.
Experience managing customer enquiries, issues, or escalations.
Strong problem solving skills with the ability to work under pressure.
High attention to detail and the ability to manage multiple tasks.
Ability to work independently as well as part of a team.
Commercial awareness and understanding of how service performance impacts customer satisfaction.
Proficient in Microsoft Office including Word, Excel, and Outlook.

Industry experience is a plus but not essential. Full training will be provided!

Additional Information

37.5 hours per week with 1 in 4 Saturdays required on a rota basis.
Flexibility will be required to cover holidays and sickness where necessary.
As the role develops, additional training and development may be provided.