To our valued Leidos candidates:

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Job #: R-00102579
Location: Bedfordshire, GB
Category: Customer Service
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: Yes, 10%
Clearance Required: None

Description

Job Description:

The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos’ comprehensive suite of fully-integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers.  

SES is comprised of three divisions to align with our customers’ missions and needs:

  • Aviation Solutions

  • Ports & Borders

  • Global Services

SUMMARY:

As a Customer Service Coordinator you will perform a wide variety of tasks involving the coordination of customer service inquiries and problems in a customer service environment in line with client contract deliverables.  Reviews customer problem and initiates action for repair, replacement/return or field service; or refers highly unusual situation to higher authority for review and reconciliation. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manages telephone and email enquiries about breakdowns, products and services

  • Raising service requests as required, in Siebel and/or Salesforce Service Lightning CRM system

  • Raising parts orders where required, in Costpoint ERP system

  • Manages machine down incidents both with the customer and internal customers

  • Reviews open service requests and brings to a satisfactory closure within a timely manner, including checking engineers time and expenses and parts used

  • Ensure all relevant paperwork is correctly filed and uploaded

  • Coordinates repairs and technical support with field personnel and supervisors then schedule workload accordingly

  • Ensure the Siebel and/or Salesforce Service Lightning database is regularly updated

  • Manage return materials authorisation (RMA) process

  • Manage the process for quotations and payment requests

  • Keep customers regularly informed of service request progress

  • Carry out Call Closure with customers

  • Report on progress and problems providing informative customer feedback

  • Maintain competency in the duties and responsibilities of associated customer service roles

  • Promotes products and services as appropriate.

  • Administrative aspects as necessary for successful execution of role

  • Carry out other tasks of reasonable nature as requested by Line Management

QUALIFICATION REQUIREMENTS

EDUCATION and/or EXPERIENCE:

Secondary school education/ GSCE Pass Level.  With a broad background and experience in customer service environment, preferably in high technology manufacturing industry. Must be computer literate and be proficient knowledge of Microsoft Office applications.

OTHER SKILLS AND ABILITIES:

  • Must possess excellent administrative and organisational skills.

  • Good communication skills, particularly over the telephone with ability to exchange information and interface effectively with employees and/or customers clearly and concisely. 

  • Must have ability to perform multiple activities simultaneously and execute effectively under strict time constraints.

  • Position requires a team player with professional maturity, proactive and a ‘can do’ attitude.

What do we do for you?

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

  • Contributory Pension Scheme

  • Private Medical Insurance

  • 33 days Annual Leave (including public and privilege holidays)

  • Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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