We are working with a reputable organisation seeking to appoint a Customer Experience - Support Representative to join their growing team. This role plays a key part in delivering a high-quality customer journey, acting as a central point of contact and ensuring efficient coordination across service operations.The position offers the opportunity to work within a fast-paced environment, supporting both customers and internal teams to ensure seamless service delivery.
Your new role
As a Customer Services Cooridnator your role will involve
Customer Engagement & Case Management.
Act as the primary point of contact for customers across all stages of the service lifecycle.
Understand customer needs and manage requirements throughout each stage.
Take ownership of case management, ensuring queries are resolved efficiently.
Build and maintain strong, long-term customer relationships.
Coordinate service visits, including scheduling activities alongside field service teams.
Manage service quotations, contracts, and order processing.
Allocate and track job numbers, ensuring accurate records and completion updates.
Process purchase requisitions and manage order workflows.
Support invoicing processes and ensure accurate financial handling.
Maintain stock and inventory levels for field-based engineers.
Manage parts quotations and secure purchase orders post-service delivery.
Support helpdesk operations including call handling and service coordination.
Ensure efficient allocation and tracking of service activities.
Escalate customer issues or complaints where necessary.
Maintain accurate customer records and support account setup processes.
Ensure adherence to internal quality management systems and procedures.
Collaborate across departments to improve service delivery and customer experience.
Contribute to KPI tracking and performance targets.What you'll need to succeed
Proven experience in a customer-facing or customer support role.
Ability to work effectively in a fast-paced, evolving environment.
Strong verbal and written communication skills.
Proficiency in Microsoft Office applications.
Experience coordinating schedules, operations, or service delivery.
Experience scheduling field-based service engineers.
Familiarity with ERP or business systems (e.g., Sage or similar).
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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Salary description
£28000.00 - £28000.00 per year