Customer Support and Planning CoOrdinator

ABOUT USWith over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

JOB DETAILS Working pattern is Monday to Friday, 8:00am-17.00pm, 8.30am - 17.30pm and 9am
-18.00pm - on a rota basis Hybrid after training

£25,396.80 per annum with an increase in April 26

Join Apogee as a key part of our customer and field operations team. In this role, you’ll be the central point of contact for customers and engineers, delivering exceptional service and support across phone, email, portal, and chat. You’ll manage work orders, schedule and optimise engineer visits, provide updates, and resolve escalations efficiently.

Your responsibilities will also include maintaining accurate records, handling administrative tasks, staying up to date with our products and services, and ensuring all interactions comply with company policies and service standards. If you’re organised, proactive, and enjoy helping both customers and colleagues succeed, this is the role for you.

As Customer Support & Planning Coordinator, you will perform a crucial role in ensuring customer satisfaction and maintaining positive relationships between the company and its clients. You will act as the first point of contact for our customers.

You are responsible for addressing customer inquiries, resolving issues, efficiently scheduling and coordinating field service activities, ensuring that work orders and tasks are assigned to field engineers in a timely and effective manner, and providing support to enhance the overall customer experience

This role involves close communication with field engineers, customers, and other internal teams to optimize service delivery and maintain high levels of customer satisfaction.

Respond to customer inquiries via phone, email, portal, or chat, providing timely and accurate information.

Communicate with customers to confirm appointments, provide updates on service appointments, and address any concerns or inquiries.

SKILLS AND EXPERIENCE REQUIRED Experience in a client-focused customer service environment along with strong administration skills

• Experience in dispatching, field service coordination, or a related role is advantageous.

• Excellent communication and interpersonal skills, and the ability to remain calm under pressure.

• Patience and empathy when dealing with customer issues.

• Proficiency in using customer support software and other relevant tools, i.e Microsoft Office.

• Strong problem-solving and decision-making abilities.

• Attention to detail.

• Strong organisational and multitasking skills.

• Knowledge of geographic areas served to optimize routes is advantageous.

BENEFITS
Flexible working options
33 days holiday including bank holidays
Holiday purchase scheme
Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
2 paid days off per year for voluntary work to support our local communities
Staff Reward Scheme
Pension scheme
Life assurance 4 x salary
Sponsorship for professional development and memberships
Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
Mental health first aider support programme
Cycle2work scheme
Discounted Gym Membership
Eye care voucher scheme
Free flu vaccinations
Employee social events and recognition activities throughout the year
HP Employee discount programmes
Mobile phone discounts

WHY JOIN APOGEEAt Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and…