With over 25 years’ experience in offering specialist supply chain solutions to the mobile phone and technology industries. Fónua have developed an industry leading Device Ownership & Supply Chain Optimisation Model. Fónua have long standing direct procurement relationships with all of the key mobile device hardware OEMs.
Our Mission:
To continuously optimise our partner’s distribution requirements through the delivery of innovative products and services. We will fulfil both vendor and customer needs through efficient supply chain, extensive product knowledge and value added solutions delivered profitably by dedicated and professional employees.
Our Vision:
To create value and make a difference
Our Values:
Creativity & Imagination
Passion Energy & Ambition
Hire & Retain the Best
Leadership
Teamwork
Respect
Excellence
Reporting to: Head of Customer Operations
Location: Hybrid – Fónfix / Remote
The Fonfix Express Coordinator is responsible for coordinating and managing end-to-end direct-to-consumer repair and replacement services, ensuring an exceptional customer experience while meeting agreed service levels and turnaround times. The role acts as the central point of coordination between customers, technicians, couriers, marketing, and internal support teams to ensure efficient delivery of all Fonfix Express services.
- Coordinate all Fonfix Express direct-to-consumer services.
- Proactively manage the end-to-end lifecycle of repair and replacement jobs across all repair locations.
- Monitor work queues to ensure all jobs are processed within agreed turnaround times and SLAs.
- Proactively identify and resolve service delays and operational exceptions.
- Act as the primary point of contact for customers throughout the repair process.
- Manage communications relating to repair status, estimates, parts delays, courier issues and other service exceptions.
- Resolve customer queries (CRM tickets) promptly and professionally.
- Process customer payments relating to repair estimates and additional charges.
- Liaise with repair technicians to progress repairs and resolve estimate queries.
- Monitor repair reports, job status and ageing cases to maintain workflow efficiency.
- Ensure all outgoing consignments are accurate, complete and correctly recorded.
- Escalate operational issues where required.
- Monitor courier collections and deliveries to ensure contractual KPIs are achieved.
- Investigate and resolve collection and delivery exceptions with carrier partners.
- Maintain website repair pricing, introducing new device models and pricing updates.
- Monitor competitor pricing and recommend adjustments where appropriate.
- Coordinate with Marketing to ensure website content, promotions and pricing remain accurate.
- Manage pricing requests for products not yet available online.
- Provide daily operational updates on open cases and ageing repairs.
- Produce monthly reports for Samsung Direct services and pricing activity.
- Monitor Google and Trustpilot reviews and identify service improvement opportunities.
- Identify process improvements to enhance customer satisfaction and operational efficiency.
- Ensure operational systems remain available and support efficient service delivery.
- Use manufacturer systems including GSPN and GSX to manage customer repairs and appointments.
- Support cross-training activities to improve operational resilience.
- Meet departmental KPIs, quality standards and performance objectives.
- Ensure compliance with company policies, customer requirements and data protection obligations.
- Turnaround Time (TAT) compliance
- SLA achievement
- Customer Satisfaction (CSAT)
- Repair throughput
- Open case ageing
- CRM response times
- Courier KPI performance
- Accuracy of website pricing
- Customer review scores
- Quality and accuracy of reporting
- Contribution to continuous improvement initiatives
Company Benefits:
Pension Scheme
Bike to Work Scheme
Gym/Wellbeing Contribution
Employee Purchase Scheme
Phone Repair Discount
Educational Assistance Program
Company Events
Free Parking
