Customer Service & Repairs Coordinator
About Our Client
Our client keeps their customers' homes running smoothly by providing ongoing home and boiler care plans across the UK.
When something goes wrong, whether it's a boiler breakdown, plumbing issue, or home security problem, their team works closely with customers and engineers to make sure the job gets completed quickly and professionally.
They’re a growing business that values great customer service, strong communication, attention to detail, and people who genuinely care about getting things right.
The Role
This is primarily a customer service and job management role.
You'll be responsible for managing repair requests, annual boiler services, and customer enquiries from start to finish. You'll also assist customers with new plan enquiries and retention discussions where appropriate.
While you'll handle incoming customer enquiries, much of your day will involve proactively contacting customers and engineers to manage jobs through to completion. You'll chase updates, solve problems, coordinate appointments, and ensure customers are kept informed throughout their journey.
No two days are the same. One moment you could be helping a customer whose boiler has broken down; the next you'll be handling a complaint, arranging an annual boiler service, or discussing a customer's renewal options.
Key Responsibilities
- Manage customer repair requests and boiler service appointments from initial enquiry through to completion, ensuring customers, engineers, and internal systems remain updated throughout
- Provide clear, professional, and empathetic customer service, particularly when customers are experiencing issues within their home
- Coordinate with our network of engineers and tradespeople to ensure work is completed within service level agreements
- Proactively chase updates, resolve issues, and keep jobs progressing efficiently
- Accurately update customer records and job statuses using our internal systems
- Handle customer enquiries via telephone, email, and other communication channels
- Follow established processes and procedures whilst maintaining excellent attention to detail
- Support colleagues and assist with wider operational tasks as the business continues to grow
- Assist with customer retention activities and supported sales opportunities where appropriate
- Take ownership of customer issues and see tasks through to completion without constant supervision
What We're Looking For
- Excellent communication skills and confidence speaking with customers and engineers/tradespeople by telephone
- Strong organisational skills and the ability to manage multiple cases simultaneously
- Excellent attention to detail and strong written communication skills
- Comfortable working with technology and learning new systems
- A proactive approach to problem-solving and taking ownership of customer issues
- The ability to remain calm and professional when dealing with urgent situations
- Comfortable working in a fast-paced environment where priorities can change throughout the day
- Experience within customer service, scheduling, case management, administration, repairs, utilities, housing, insurance, property services, or similar environments would be advantageous but is not essential
- Someone who enjoys working as part of a team and wants to develop their career within a growing business
A Typical Day Could Involve
- Managing repair requests and annual boiler service appointments
- Calling engineers and customers to arrange appointments, obtain updates, and resolve outstanding issu