We are seeking a highly organised and customer-focused Employee Support Coordinator to support our water treatment operations. This role is responsible for managing incoming support requests, troubleshooting basic issues, and coordinating responses between managers and field engineers, expenses, mileage records Hotel bookings and travel. The ideal candidate will ensure smooth communication, maintain records, and provide excellent service to internal and external stakeholders.

Key Responsibilities:

Helpdesk Operations & Support:

* Act as the first point of contact for internal support queries related to Mileage, Expenses, Odometer readings, personal mileage, Hotel bookings

* Follow up on unresolved cases to ensure timely resolution.

Coordination & Communication:

* Liaise between field technicians, and internal teams to facilitate efficient issue resolution.

* Maintain clear and professional communication through email, phone, and ticketing systems.

* Ensure accurate documentation of requests, actions taken, and resolutions.

Documentation & Reporting:

* Keep detailed records of expenses, personal mileage, hotel bookings

* Generate reports on recurring problems, ticket resolution times, and customer satisfaction.

* Assist in updating knowledge base articles and FAQs to enhance self-service options.

Requirements:

* Experience in a helpdesk, customer service, or coordination role

* Strong communication and problem-solving skills.

* Proficiency in helpdesk software, CRM systems, and Microsoft Office Suite,

* Ability to manage multiple tasks in a fast-paced environment.

* Ensure all interactions are handled with empathy, patience, and respect, fostering a positive and supportive experience for colleagues

Preferred but not essential:

* Knowledge of water treatment processes

* Experience working with field service teams.

* Proficiency in SAP concur

* Work in a dynamic environment where every day presents new challenges.

* Opportunity for professional development and career growth.

* We believe in fostering a workplace where empathy, respect, and support are at the heart of everything we do. Join us to be part of a team that truly cares—about our people, and our customers.

Benefits:

* Salary up to £28,000 per annum, depending on experience

* Royal London Pension

* Mental Health & Well-being Scheme

* Employee Recognition Scheme

* Paid Recommend a Friend Scheme (up to £2000* for successful referrals)

* Paid Holidays

* Additional Day holiday for each full year of completed service (up to 25 days)