Aftersales Coordinator (Construction Manufacturing)

Search; Maesteg; Presencial; GBP 26 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Office hours

Pension 4%

24 days annual leave

Life cover

Cycle to Work scheme

EAP - mental health support

Resumo da oferta

Search is partnering with a leading manufacturing client in Bridgend to recruit an Aftersales Customer Coordinator. The role focuses on managing after-sales issues, returns and credits while coordinating across functions to deliver fair, timely resolutions and improve customer experience.

You will receive full product training and join a team that values staff development. Standard hours are Monday to Friday, with a competitive benefits package and a commitment to talent retention.

Descrição da oferta de emprego

Aftersales Coordinator (Construction Manufacturing)

£Negotiable depending on experience

Monday to Friday 8.30am-5pm

Permanent

Bridgend

We are absolutely thrilled to be working alongside our Award-Winning client as we look to recruit an Aftersales Customer Coordinator to join their incredible and dedicated After Sales Technical Team.

This role is perfect if you thrive in a customer-centric role, have a passion for delivering exceptional sales and customer service and are looking to continue your career working for a manufacturing market leader.

Full product training will be given, our client is a huge advocate in the development of their staff and retention of home-grown talent. The exceptional training you will receive to excel in this role will provide you with a platform to continue developing up through this business.

Your Role

Responsible for managing customer issues and complaints including the processing of credits and returns related to commercial, logistical and product-related matters. Providing fair, timely and well-evidenced outcomes for both the customer and the business. Coordinates investigations across multiple business functions. Supports the continuous improvement of customer experience and operational processes.

You Responsibilities

• Customer Complaint & Issue ResolutionManage customer complaints, returns, credits, and after-sales issues from receipt through to resolution, ensuring fair, timely, and evidence-based outcomes for both customers and the business.
• Investigation & Root Cause AnalysisConduct investigations into customer issues, service failures, and product concerns, identifying root causes and recommending corrective and preventative actions to reduce recurrence. Identify trends, recurring issues and potential risks from customer complaints, returns, credits and service performance, taking action to help prevent future occurrences.
• Customer CommunicationMaintain clear, professional, and proactive communication with customers throughout and after the investigation and resolution process, managing expectations and protecting customer relationships, ensuring actions have been completed and expectations met.
• Credits, Returns & Claims ManagementCoordinate and administer the end-to-end process for returns, credits, delivery disputes, and transport-related claims, ensuring compliance with company procedures and commercial controls.
• Cross-Functional CoordinationWork collaboratively with Commercial, Operations, Production, Technical, Quality, Transport, and external service providers to investigate issues and deliver effective resolutions.
• Reporting & Performance AnalysisProduce and maintain reports on after-sales activity, complaints, credits, returns, customer issues and trends, providing insights and prioritised recommendations that support operational and customer experience improvements.
• Continuous ImprovementIdentify recurring issues, process weaknesses, and service improvement opportunities. Support and track the implementation and effectiveness of agreed corrective and preventative actions, process enhancements, and best practice across the business. Review aftersales data and customer feedback to identify improvement opportunities and provide recommendations to enhance products, processes and customer experience.
• Process Governance & DocumentationDevelop, maintain, and promote adherence to standard operating procedures, ensuring after-sales activities are managed consistently, accurately, and in accordance with company policies.
• Risk Identification & EscalationRecognise emerging customer, quality, commercial or operational risks and elevate concerns through the appropriate channels.
• Training & Operational SupportProvide guidance, training and subject matter expertise to colleagues on after-sales processes, customer issue management, and related business procedures.
• Customer Experience AdvocacyAct as the voice of the customer within the organisation, using customer feedback and issue trends to drive improvements that enhance customer satisfaction and reduce future service failures. Proactively represent emerging customer needs, recurring sources of dissatisfaction and opportunities to prevent avoidable customer effort

Contractual Benefits

• Monday to Friday (Office Hours)
• 4% pension contribution subject to the employee meeting their thresholds (5%)
• 24 days annual leave plus 1 when 2 years' service is achieved
• Death in Services X2 salary
• Cycle to Work scheme
• EAP - mental health support

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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