The Role
As a key point of contact within the business, you'll split your time between delivering outstanding customer service and managing the scheduling of our field engineers. You'll be the hub that keeps our customers happy and our operations running smoothly — ensuring the right engineer is in the right place at the right time, every time.
This is a 15–18 month fixed-term contract, offering a fantastic opportunity to develop skills across two high-impact functions within a busy, supportive team environment.
What’s on offer:
* £26 - £27k
* Company pension
* On site parking
* Referral programme
What you’ll be doing:
Customer Support:
* Acting as the first point of contact for inbound customer phone calls and emails, delivering a professional and friendly service.
* Taking ownership of customer queries and technical issues, providing first-line support where possible to resolve problems quickly and reduce unnecessary engineer callouts.
* Building strong relationships with customers by understanding their needs and providing clear, practical solutions.
* Investigating and resolving customer complaints professionally, identifying root causes and recommending improvements where appropriate.
* Making proactive outbound calls to strengthen customer relationships and gather valuable feedback.
* Supporting field-based account managers with timely and accurate administrative assistance.
Scheduling Coordination:
* Managing and coordinating engineer schedules, appointments, and workloads to ensure efficient service delivery and customer satisfaction.
* Organising and maintaining engineer diaries, ensuring appointments are allocated logically and travel time is minimised.
* Prioritising urgent callouts alongside planned maintenance visits, balancing workloads across the engineer team.
* Liaising confidently with engineers, suppliers, and internal departments to ensure smooth communication and issue resolution.
* Monitoring job progress and proactively communicating updates or changes to customers and engineers.
* Maintaining accurate records and ensuring all scheduling, customer, and service information is updated correctly across systems.
What we are looking for:
* Previous experience within a customer service, scheduling, coordination, or technical support role.
* Strong organisational and time-management skills, with the ability to prioritise and manage multiple schedules and tasks simultaneously.
* Excellent verbal and written communication skills with a confident and professional telephone manner.
* A proactive, solution-focused attitude and a genuine passion for delivering exceptional customer service.
* The ability to work well under pressure in a fast-paced environment while maintaining accuracy and attention to detail.
* Confidence in coordinating engineer workloads and communicating clearly with both customers and field-based staff.
* A positive, team-oriented mindset with integrity and accountability
Salary description
£26000.00 - £27000.00 per year