Partnership Solutions.

Job Description

JOB TITLE:                                      Partnership Solutions Co-Ordinator
BUSINESS UNIT/DEPARTMENT:   Centre
LOCATION:                                     Chadderton
REPORTS TO:                                Centre Manager

To deliver exceptional customer service as part of a dedicated Partner Solution contact team, provide clear communication and deliver an excellent customer journey. Ensure quotations, orders, bookings, variations, changeovers, completions and invoicing are accurate and completed in a timely manner. Provide support function to sales, operational, masterdata and finance teams.

LEVEL/GRADE :
DATE:   April 2025

Key Accountabilities & Activities

• Proactively contribute to the success and performance of the business by establishing strong relationships with other key internal and external stakeholders.
• To communicate effectively both verbally and in writing to both customers and our Partners
• First point of contact for customers responding within agreed timescales and delivering customer expectations to keep their properties safe and secure
• Working closely with colleagues throughout the business, providing daily support where required
• Develop and maintain an excellent knowledge of all the products and services offered by VPS
• Capture all customer sales, site and billing contact names, addresses and phone numbers
• Record the accurate customer account and suboffice for each individual customer request
• Understand and record an accurate customer scope of works
• Accurate administration of quotes, customer purchase orders, order variations, changeovers and order completions
• Real-time customer updates for all required stages via portals, emails or phone
• Adherence to “No PO No Work” customer list
• Recording all outbound communications history and customer responses on our systems
• Effective escalation of issues where appropriate to ensure the customer request is resolved
• Effective complaint resolution adhering to cthe ompany process
• Effective communication with internal and external stakeholders
• Effective prioritisation and time management
• Supplying product and service literature to customers
• Ad hoc duties as and when required by the business

Key Performance Indicators

• SLA Adherence
• Team daily targets

Essential/Desirable qualifications and experience and personal attributes
Essential:

• A good understanding of VPS platforms and portals
• A team player
• Effective communicator with excellent verbal and written communication skills
• Ability to plan and prioritise own workloads
• Ability to solve problems and remain calm whilst under pressure.
• Self-motivated, able to adapt to different circumstances and to work unsupervised