Customer Care Co-Ordinator

Customer Care Co ordinator

Responsible to: Customer Care Manager

Hours of Work: 37.5 hours per week. 8:30 am-5:00 pm Monday-Thursday with a 45 minute unpaid lunch break. Friday 8:30 am-3:30 pm with a 30 minute unpaid lunch break.

Place of Work: This position is based at Brandon but may involve travel from time to time and occasional overnight stays.

Main Purpose of Job: Work as part of a small team of Customer Care Administrators responsible for ensuring that customer after sales and warranty requests are dealt with in a professional and timely manner.

Key Tasks

• Be the first point of contact for customer after sales enquiries and complaints via email and telephone
• Liaise with customers to clearly identify and define the scope of the work required
• Accurately record the incoming job requests from customers and organise job sheets for the After Sales Engineers
• Schedule works for your own team, in a logistic manner
• Raise materials lists and liaise with the factory/stores to ensure that materials are collated and ready for the engineers to collect
• Order materials for collation for the engineers via our in house ordering system
• Liaise with the purchasing department to chase outstanding materials
• Confirm all engineer appointments via phone and e mail
• Monitor progress and ensure customers are kept well informed of expected timelines for their work to be completed
• General administrative duties including taking messages and filing
• Submit KPIs for your team to the Customer Care Manager

Skills, Knowledge & Experience

• Excellent customer service skills - experience dealing with customer complaints would be an advantage
• Be able to work under own initiative
• Excellent telephone manner and ability to write clear, simple emails
• Excellent attention to detail
• Ability to remain calm under pressure - this is a fast paced, high volume environment
• Must have experience working within a small team
• Good standard of experience with Microsoft Word/Excel
• CRM experience would be an advantage

Right to work in the UK (Asylum & Immigration Act 1996): I can provide confirmation that I am legally entitled to work in the UK.