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Smart Support Coordinator

City Town:
Newcastle upon Tyne
Customer Service
Salary Details:
Vacancy Type:
About The Role

A bit about the role...

We have an exciting opportunity for a customer-focused individual to join our team in Newcastle. Working closely with the Smart Support Field Manager you will support the Smart Support field workforce through efficient scheduling of work and the management of logistics. This role will have overall responsibility for all of the customer care related activity within a geographically area. The individual will also assist on all reporting issues and data back office.

Who are we?...

Morrison Data Services is proud to be one of the UK's largest utilities support organisations – and we’re still growing, with some exciting times ahead! We pride ourselves on being award-winning and recognised for our diligence, customer service and expertise. We work with our clients and partners to ensure we keep abreast of industry developments and remain at the forefront of progress.

Morrison Data Services is a part of M Group Services, a £1.7 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. M Group Services have been one of the Times 100 Top Track Companies for the last three years running and in 2021 was presented with the Armed Forces Covenant Gold Award. Across all our businesses, we work hard to facilitate an environment that values and promotes our colleagues.  

Key Responsibilities …

  • Making outbound and receiving inbound calls
  • Arrange and place bookings for smart support visits on behalf of our clients
  • Planning and scheduling of booked appointments for all clients within a geographical area
  • Ensuring the engineer schedules are optimised to create efficiency and productivity
  •  Ensure excellent customer service at all times whilst utilising persuasion when necessary to close the booking.
  • Ensure short notice appointments are scheduled and assigned appropriately.
  • Development and maintenance of relationship with Field Manager to ensure appropriate scheduling and completion of jobs.
  • Generic administration tasks will also be required for the wider team.
  • Efficient handling and resolution of customer complaints and managing expectations of the customer throughout in line with the business expectations: escalating to management level where required.
  • Liaise with the Field Manager to ensure efficient running of your area.
  • Production of accurate and meaningful management information and reporting as required.

What you will bring to the role…


  • Inbound and outbound calling experience
  • Client/Customer contact experience
  • Previous experience working in a customer service based roles
  • Experience of planning and scheduling of work for a field based workforce
  • Dedicated to the provision of excellent customer services
  • Professional telephone manner
  • Excellent verbal and communication skills
  • Extremely well organised and able to prioritise
  • Attention to detail, able to capture data accurately
  • Self-motivated and enthusiastic
  • Delivering objectives and strict performance results
  • Microsoft and IT literate
  • Ability to work closely with key stakeholders
  • Proven ability to influence and negotiate.
  • Knowledge of Smart Metering or similar
  • Geographical awareness

What we offer…  

  • 25 days holiday
  • Access to My Rewards which provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts. Here’s a few so you can see the type of saving’s you can make:
    • Up to 7% discounts on major supermarkets
    • Up to 52% on Cinema tickets
    • Up to 33% on holidays and travel
    • Up to 10% on restaurants and takeaways
    • Up to 25% off gym membership
  • Access to our Employee Assistance Programme
  • Recommend a Friend and Earn scheme
  • Reward & Recognition Scheme
  • Opportunities to progress in a successful company
At Morrison Data Services we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued.