Customer Engineering Coordinator

Customer Engineering Coordinator

Tachbrook Park, Warwick
Permanent, Full-time, Hybrid
Salary: £26,000

About the Role

We're looking for a customer-focused and organised professional to join Calor in a key operational support role. You'll be responsible for the administration and coordination of gas-related emergencies, service orders and company asset maintenance, ensuring work is planned, communicated and delivered safely, compliantly and efficiently.

This is a varied role where no two days are the same. You'll work with a wide range of internal teams, engineers, contractors and external customers, playing a vital part in delivering a high standard of customer service while supporting Calor's safety and business objectives.

Key Responsibilities

• Create and manage work orders in line with Calor policies and training materials, capturing labour, equipment and material requirements

• Schedule engineers and colleagues, ensuring customer appointments are confirmed promptly

• Raise and manage purchase orders using Calor's ERP system

• Order materials, liaise with suppliers and arrange delivery of parts to site

• Use external systems and search tools to support work planning and order accuracy

• Review cancellations and aborts, arranging follow-up appointments where required

• Support work order completion, accountancy and closure (TECO) processes

• Manage cases within Calor's CRM system and maintain accurate records

• Handle inbound calls and queries from customers, engineers, depots and contractors in line with SLAs

• Respond to customer communications within agreed timescales, issuing holding responses where necessary

• Produce customer correspondence using Calor-approved templates and formats

• Ensure GDPR compliance at all times when handling customer information

• Take ownership of customer queries and complaints through to resolution

• Promote Calor services where appropriate, delivering professional and empathetic communication

• Work collaboratively with colleagues and departments, sharing best practice

• Contribute to continuous improvement of processes and customer experience

• Always prioritise safety, compliance and personal wellbeing

What We're Looking For

• Excellent written and verbal communication skills

• Strong interpersonal skills with a calm, confident and professional manner

• Ability to use initiative, analyse information and solve problems effectively

• A flexible team player with a strong customer-focused mindset

• Resilient and tenacious, with the drive to achieve team and business goals

• Previous experience in a customer service or call centre environment is desirable but not essential

• Educated to GCSE standard (or equivalent), including English and Mathematics

Why Join Calor?

• Be part of a business where safety and customer service are central to everything we do

• Work in a varied role with exposure to operational, planning and customer support activities

• Develop transferable skills across systems, coordination, and stakeholder management

• Join a supportive team with opportunities to learn and progress within the organisation

What we can offer you?

• 25 days annual leave plus 8 Bank Holidays
• Private Medical Insurance
• Company Pension Scheme (Salary sacrifice - single matched contributions to 4.5% for first 2 years, upto 7.5% after 2 years)
• Life Assurance
• Staff discounts on gas
• Shopping discounts