Customer Care Coordinator

DEPARTMENT                                             Customer Care

JOB TITLE                                                     Customer Care Coordinator

REPORTING STRUCTURE                       Customer Care Operations Manager

Position Overview

To handle open Customer Care tickets through to resolution or escalation, providing efficient operational support and delivering best-in-class service to our customers.

Main Duties and Responsibilities

Manage and resolve allocated customer service tickets, ensuring timely communication and precise coordination across all operational tasks:

• Customer Communication & Liaison: Contact customers to clarify issues, provide regular updates on job progress, and deliver excellent service support.
• Engineering & Call Scheduling: Book engineer works, maintain and update the master schedule, and report new bookings to line management for review.
• Quotations & Worksheets: Type, check, issue, and proactively chase job quotations. Review engineer job sheets and send finalised copies to customers upon work completion.
• Billing & Invoicing: Invoice completed jobs daily, pass processed worksheets for billing, and chase outstanding PO numbers for completed works.
• Compliance & Plant Hire: Ensure Risk Assessments and Method Statements (RAMS) are sent to site, and handle the hiring and off hiring of plant equipment.
• System & Portal Administration: Build and set up new customer profiles in internal systems and maintain compliance platforms including Eco Vadis and Avetta.
• General Administration: Perform other administrative and supportive duties as required by management.
• Active Engagement: Discuss additional revenue opportunities with existing clients, including the sale of consumables and service contracts where applicable.
• Weekend on call – Opportunity for weekend rota cover, to log calls and dispatch engineers. Rota shared between office, financially rewarded for participation. At present the rota is filled until 2027. In 2027 you can request to join, if not enough volunteers, then mandatory participation for 1 in (Current Staff pool) weekends will need to be covered by means of phone coverage. This is currently 1 in 5 (22/10/2026)

Qualifications and Experience

• Minimum of 1 year of experience in a Customer Service or Administrative role.
• Minimum of 5 GCSEs (or equivalent) including Mathematics and English at Grade C / Grade 4 or above.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Excellent attention to detail and accurate data entry skills.
• Strong interpersonal and communication skills, with the ability to build positive relationships with team members, third-party suppliers, and clients.
• Proven ability to manage time effectively, prioritize workload, and meet strict deadlines.
• Strong collaborative team-working ethic.

If you do not meet every qualification but possess relevant professional experience, we encourage you to apply.