Key Responsibilities

• Managing customer enquiries and reported issues from initial contact through to completion.
• Coordinating repair and remedial works with operational teams, subcontractors and site personnel.
• Maintaining regular communication with customers, providing updates on progress and expected completion times.
• Monitoring ongoing cases and ensuring actions are completed within agreed timescales.
• Supporting the scheduling and allocation of field-based operatives.
• Building and maintaining positive relationships with customers, clients and internal stakeholders.
• Escalating complaints, concerns or complex issues to management when appropriate.
• Producing and maintaining reports relating to outstanding works and customer service performance.
• Assisting with invoicing and administration relating to chargeable works.
• Liaising with commercial and operational teams to resolve queries and ensure effective service delivery.
• Ensuring all records, systems and documentation are maintained accurately and up to date.

About You

The ideal candidate will have:

• Previous experience within a customer service, customer care, coordination or administrative role.
• Excellent communication skills, both written and verbal.
• The ability to manage multiple priorities in a fast-paced environment.
• Strong organisational skills and a proactive approach to problem-solving.
• Experience handling customer concerns and delivering a high level of service.
• Good IT skills, including Microsoft Word and Excel.
• A professional and confident telephone manner.
• The ability to remain calm and focused when dealing with challenging situations.

This role would suit a highly organised and customer-focused professional who enjoys coordinating activities, building relationships and ensuring customers receive an excellent level of service throughout their journey.