Customer Service Coordinator

TWC HOME GROUP
Customer Service Coordinator
Join the team keeping our customers informed, reassured and looked after
Reports to: Operations Manager
Department: Installation Office
Hours: Monday–Friday, 8:00am–4:00pm
Location: Headlands Grove Trading Estate, SN2 7JQ
Salary & Package: £25,000 per annum + holidays. Full training provided.
About the Role
TWC Home Group is looking for a Customer Service Coordinator to be the friendly, organised voice our customers rely on — from the moment their installation is booked, right through to aftercare. You'll be the central point of contact between our customers, installers, service engineers and office team, making sure every job runs smoothly and every customer feels well looked after.
What You'll Be Doing
Customer Communication
* Call customers ahead of installation to talk them through what will happen on the day.
* Explain arrival times, site preparation and what to expect.
* Answer questions and keep customers reassured throughout.
Aftercare
* Call customers after installation to check they're happy.
* Log any concerns and arrange prompt follow-up.
* Encourage happy customers to leave a review.
Service & Remedial Management
* Take service calls and work out what's needed to put things right.
* Raise service reports and order any parts required.
* Track remedial jobs through to completion.
Scheduling & Logistics
* Manage service engineers' diaries and book appointments efficiently.
* Confirm and rearrange appointments as needed.
* Make sure engineers have everything they need before heading out.
Reception & Office Support
* Answer incoming calls and direct them to the right person.
* Take accurate messages and monitor the inbox.
* Support the Installation Office with day-to-day admin.
* Help keep schedules and customer records up to date.
What We're Looking For
Essential
* A friendly, professional telephone manner.
* Strong organisational skills and attention to detail.
* Comfortable multitasking in a busy office.
* Good computer literacy.
* A calm, problem-solving approach.
* Previous customer service experience.
Desirable
* Experience in windows, doors or home improvements.
* Experience scheduling engineers or installation teams.
* Understanding of warranty or remedial processes.
* Experience using a CRM system.
Interested in joining TWC Home Group?
Apply now with your latest CV
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