Aftercare Advisor

Hawk 3 Talent Solutions; England; Hybrid; GBP 26,000; Full time

Job summary

A recruitment agency is seeking an Aftercare Advisor to provide exceptional service to B2B and B2C customers. You will handle product-related queries, manage warranty claims, and coordinate engineer visits. The ideal candidate thrives in a customer-focused environment, exhibits problem-solving skills, and has a strong attention to detail. This is a full-time position based in Bridgwater with a hybrid working model post-probation.

Qualifications

• Previous experience in a customer service or aftercare role, with a focus on problem-solving and satisfaction.
• Ability to handle multiple tasks while maintaining a high level of accuracy.
• Flexible and able to manage competing priorities and changing demands.

Responsibilities

• Respond promptly to product-related queries via phone, email, and social media.
• Oversee warranty order process and ensure timely delivery.
• Schedule engineer visits and ensure complete customer satisfaction.

Skills

Excellent verbal and written communication

Customer service experience

Problem-solving ability

Strong organizational and time management skills

Attention to detail

Team collaboration

Technical competence in Microsoft Office

Job description

Aftercare Advisor

Salary: £25,750 per annum

Location: Bridgwater

Working Hours: 37.5 hours (between 8am and 5pm) • Full-time in‑office until probation passed, then Hybrid (3 days in the office in Bridgwater, 2 days from home) – flexibility required depending on business needs

Employment type: Permanent

Role Overview

We are recruiting on behalf of our client for a Aftercare Advisor to join their team. This role is vital in providing outstanding service to both B2B and B2C customers, addressing a variety of product‑related queries, warranty claims, and coordinating engineer visits. The successful candidate will be proactive, solution‑focused, and able to manage complex issues with professionalism, urgency, and accuracy.

This is an excellent opportunity for someone who thrives in a customer‑centric environment and has a keen eye for detail, problem‑solving, and providing first‑class aftercare support.

Key Responsibilities

• Customer Interaction: Respond promptly and professionally to all product‑related queries via phone, email, and social media.
• Warranty Management: Oversee the warranty order process, including verifying warranty status, managing replacements or spare parts, and ensuring timely delivery.
• Engineer Coordination: Schedule engineer visits by liaising with customers and third‑party engineers, following up on service resolutions and ensuring complete customer satisfaction.
• Follow‑Up & Resolution: Review engineer reports, communicate resolutions to customers, and ensure that any outstanding issues are fully addressed.
• Complaint Management: Handle customer complaints with professionalism and empathy, providing timely resolutions within company guidelines.
• Product Support: Offer customers accurate product information, maintenance advice, and fitting instructions to ensure correct usage and satisfaction.
• Continuous Improvement: Identify opportunities to improve aftercare processes and share feedback with your manager to help refine customer service practices.
• Collaboration: Work closely with the Customer Care, Sales, Engineers, and Quality Assurance teams to ensure seamless operations and issue resolution.
• Policy Adherence: Stay up to date with company terms and conditions, customer agreements, and warranty policies to provide accurate support.
• Additional Tasks: Assist with other aftercare‑related tasks and projects as required by your manager.

Skills and Experience

• Communication Skills: Excellent verbal and written communication, with the ability to explain technical details in a clear and professional manner.
• Customer‑Focused: Polite, friendly, and professional with strong rapport‑building skills.
• Attention to Detail: Ability to handle multiple tasks while maintaining a high level of accuracy.
• Organisation: Strong organisational and time management skills with the ability to prioritise effectively in a fast‑paced environment.
• Customer Service Experience: Previous experience in a customer service or aftercare role, with a focus on problem‑solving and satisfaction.
• Problem‑Solving: Ability to analyse situations and find effective solutions quickly and efficiently.
• Adaptability: Flexible and able to manage competing priorities and changing demands.
• Team Collaboration: Strong team player with a collaborative approach to working with internal teams and external partners.
• Emotional Maturity: Professional and calm under pressure, with the ability to handle sensitive customer issues.
• Technical Competence: Proficient in Microsoft Office and the ability to quickly learn internal systems.

If you would like to apply then please email your CV to (url removed) or call Jade on (phone number removed).

Closing date is #removed# – Please note this could change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.

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Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgments solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.