Competitive Salary - Depending on Experience
Full-Time | Permanent
Monday to Friday
Customer Service. Service Coordination. Engineer Support.
Pearson Whiffin Recruitment are currently recruiting for a Service & Maintenance Advisor to join a busy and growing service and maintenance team based in Kent.
This is a great opportunity for someone with strong customer service, administration or service coordination experience who enjoys managing multiple jobs, liaising with customers and engineers, and seeing tasks through from initial enquiry to final resolution.
You’ll act as a key link between customers, engineers, manufacturers and internal teams, ensuring service and maintenance enquiries are logged accurately, scheduled efficiently and proactively progressed through to completion.
Experience within solar, renewable energy, electrical, construction or building services would be advantageous, although full technical knowledge is not essential.
The Role
Working as part of the Service & Maintenance team, you’ll be responsible for managing customer enquiries relating to servicing, maintenance, faults and remedial works.
Responsibilities will include:
Acting as the main point of contact for customers requiring service, maintenance, fault-finding or remedial works
Responding to customer enquiries by telephone and email in a professional and timely manner
Establishing the nature of customer faults or requirements and determining the appropriate next steps
Providing customers with clear updates throughout the service process
Managing customer expectations regarding appointments, investigations, repairs and timescales
Arranging customer appointments and coordinating site access requirements
Logging and managing service and maintenance jobs accurately within internal systems
Reviewing previous installation and service records to understand individual customer systems and history
Coordinating engineer attendance and ensuring engineers have all relevant information before attending site
Monitoring outstanding jobs and proactively progressing actions through to completion
Following up outstanding parts, information, customer responses and engineer actions
Arranging return visits and remedial works where required
Reviewing engineer reports and ensuring all follow-up actions are completed
Ensuring jobs are fully progressed and closed rather than simply arranging the initial engineer visit
Liaising with manufacturers regarding technical support, warranties and replacement parts
Maintaining accurate customer, job and service records
Uploading and maintaining photographs, engineer reports and relevant job documentation
Preparing and issuing quotations for chargeable service, maintenance and remedial works
Following up outstanding quotations and customer approvals
Supporting the invoicing process for completed works
Ensuring completed jobs are correctly closed down on internal systems
Maintaining accurate records relating to warranty claims and manufacturer correspondence
What We're Looking For
Previous experience within customer service, service coordination, administration, scheduling or a similar role
Excellent organisational and communication skills
Confident communicating with customers by telephone and email
Strong customer service skills with a professional and calm approach
Ability to manage multiple jobs, customers and priorities simultaneously
Strong attention to detail and accurate record keeping
Proactive approach with the ability to take ownership of tasks
Comfortable following jobs and actions through from initial enquiry to completion
Ability to prioritise workload effectively within a busy environment
Confident handling customer complaints or challenging conversations
Good computer skills and confidence learning new systems
Strong problem-solving skills and ability to use initiative
Comfortable working closely with engineers, internal teams and external suppliers
Systems Experience
Experience using the following would be highly advantageous:
CRM systems
Job management or service management systems
Engineer scheduling systems
Microsoft Office, including Excel and Outlook
Customer databases
Quotation and invoicing systems
Desirable Experience
Previous experience within any of the following would be advantageous:
Solar PV
Battery storage systems
Renewable energy
Electrical services
Construction
Building services
Engineering or technical service environments
Coordinating engineers or field-based teams
Manufacturer warranties and technical support
Service, maintenance or aftersales departments
Technical knowledge of solar PV and battery storage systems would be beneficial, although this is predominantly a customer service and coordination position, with technical work completed by qualified engineers.
What's On Offer
Competitive salary depending on experience
Full-time, permanent position
Monday to Friday working hours
Varied role combining customer service, coordination and administration
Opportunity to join a growing and developing industry
Exposure to the renewable energy and technical services sector
Opportunity to develop knowledge of solar PV and battery systems
Supportive and collaborative working environment
Long-term career development opportunities
If you're an organised, customer-focused individual who enjoys coordinating jobs, solving problems and making sure things get done, apply today!
Please note, due to the expected high volume of applicants, only suitable candidates will be contacted
Salary description
£26000.00 - £28000.00 per year