With over 30 years of experience, 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
As a Customer Support & Planning Coordinator, you will be the heartbeat of service delivery – acting as the first point of contact for customers while coordinating field engineers to ensure every request is handled efficiently and professionally.
The role balances real‑time problem solving with smart planning, ensuring the right engineer is in the right place at the right time. A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.
Responsibilities
- Act as the first point of contact for customers via phone, email, and digital channels
- Manage customer queries with professionalism, empathy, and urgency
- Schedule and coordinate field engineers, ensuring optimal route planning and SLA adherence
- Allocate and prioritise work orders based on skills, availability, and location
- Communicate updates to customers and internal stakeholders to keep everything running smoothly
- Escalate complex issues and ensure they are resolved quickly and effectively
- Maintain accurate records, support administrative processes, and manage service data
- Continuously improve service delivery through attention to detail and proactive thinking
Qualifications
- Experience in a customer‑focused environment
- Remain calm and solutions‑focused under pressure
- Communicate clearly and confidently with a wide range of stakeholders
- Can juggle multiple priorities without losing attention to detail
- Enjoy problem‑solving and making things run more efficiently
- Comfortable using systems and tools such as Microsoft Office or service platforms
- Bring energy, accountability, and a genuine commitment to delivering great service
- Experience in dispatching or field service coordination is beneficial but not essential – attitude and capability matter just as much here
- Have AI literacy – curiosity about technology, comfort exploring automation, and eagerness to contribute to a modern, forward‑thinking business
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 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 aide 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
We are an Equal Opportunity Employer and welcome applications from all backgrounds. We actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team to discuss accessibility.
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