Aftersales Representative - Holiday Homes

Swift Group Limited; Hull and East Yorkshire; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Health & wellbeing

Free Gym Membership

Swift Academy

Job summary

Swift Group Limited in Hull invites applications for an Account Representative – Holiday Homes. You will manage dealer and park accounts, handle warranty matters, and coordinate parts dispatch, while collaborating with our Aftersales and field teams to deliver an exceptional customer experience.

You will be the main contact for holiday home customers, dealers, and parks, ensuring timely responses, accurate records in Connect, and continuous improvement through proactive issue resolution.

Qualifications

• Experience in internal account management or customer service.
• Strong communication and interpersonal skills with stakeholders.
• Excellent organisational skills; manage multiple inquiries.
• Proactive problem-solving and decision-making in fast-paced environment.
• Good working knowledge of Microsoft Office.

Responsibilities

• Manage incoming warranty claims and review information per guidelines.
• Own dealer and holiday park accounts; build relationships and contact points.
• Manage workload via Zendesk; ensure queries/claims meet service levels.
• Liaise with suppliers on warranty decisions; escalate when needed.
• Identify replacement parts using online catalogs; work with BOM team.
• Coordinate and monitor despatch of replacement parts to dealers/parks.
• Provide progress updates to dealers, parks, Sales, and Field Engineering Scheduler.
• Follow up on outstanding issues to ensure resolution.
• Maintain Connect system data; train dealers on processes.
• Support dealer/park visits and Connect training.
• Identify recurring warranty concerns and escalate trends for improvement.

Skills

Account management

Customer service

Zendesk experience

CRM systems

Microsoft Office

Communication skills

Tools

Zendesk

Connect

BOM

CRM

Job description

Swift Group Limited - Hull

Logistics

Full time

Permanent

Account Representative – Holiday Homes

Join Team Swift and play a key role in delivering an exceptional aftersales experience for our Holiday Home customers. Swift is looking for a proactive and customer-focused Account Representative to join our Holiday Home Aftersales team.

As one of the UK's leading leisure vehicle and holiday home manufacturers, we understand that delivering an excellent customer experience doesn't stop when a product leaves our factory. Our Aftersales team plays a vital role in supporting our network of dealers and holiday parks, ensuring warranty claims, technical queries and customer concerns are managed efficiently and professionally.

Reporting to the Aftersales Manager, you will take ownership of your own dealer and park accounts, building strong working relationships and providing a consistent, reliable point of contact.

This is a varied and fast-paced role where no two days are the same. From reviewing warranty claims and coordinating replacement parts to resolving complex queries and working alongside our field engineering teams, you will play an important part in ensuring our customers receive the support they need.

The Role

As our Account Representative – Holiday Homes, your responsibilities will include:

Managing incoming warranty claims, reviewing information and making informed decisions in line with Swift's warranty guidelines and procedures.

Taking ownership of dealer and holiday park accounts, building positive relationships and ensuring enquiries are handled professionally and efficiently.

Managing your own workload through our Zendesk system, ensuring queries and claims are resolved within agreed service levels.

Liaising with suppliers regarding warranty decisions, challenging rejected claims where appropriate and escalating concerns when required.

Identifying replacement parts using online catalogues and working closely with our internal Bill of Materials (BOM) team.

Coordinating and monitoring the timely despatch of replacement parts to dealers and holiday parks.

Communicating regularly with dealers, parks, our Sales team and Field Engineering Scheduler to provide progress updates and agree action plans.

Proactively following up on outstanding issues to ensure customers are kept informed and resolutions are achieved.

Maintaining accurate and up-to-date information within our Connect system and supporting dealers with system and process training.

Supporting dealer and holiday park visits, including factory tours and Connect training.

Identifying recurring warranty concerns and escalating trends to support continuous improvement.

Working collaboratively with colleagues across the business to deliver a seamless aftersales experience.

What We're Looking For

We are looking for someone who enjoys building relationships, solving problems and taking ownership of their workload.

You will be confident communicating with customers and internal departments, comfortable making decisions and able to remain organised when managing competing priorities.

To be successful in this role, you will need:

Previous experience in internal account management, customer service or a similar customer-facing environment.

Strong communication and interpersonal skills, with the confidence to build effective relationships with a variety of stakeholders.

Excellent organisational skills and the ability to manage multiple enquiries and priorities simultaneously.

A proactive approach to problem-solving, with the ability to think on your feet and make informed decisions.

Good working knowledge of Microsoft Office.

Strong attention to detail and the ability to maintain accurate records.

A positive, team-focused attitude and a commitment to delivering excellent customer service.

It would be advantageous if you have:

Previous experience within the caravan, motorhome, holiday home or wider leisure vehicle industry.

Experience handling warranty claims or working within an aftersales environment.

Familiarity with CRM systems, particularly Zendesk.

An understanding of technical repairs, replacement parts or product-related customer support.

Previous experience within the leisure vehicle industry would be beneficial, but is not essential. We are equally interested in candidates who can demonstrate strong account management experience, excellent communication skills and a willingness to develop their product knowledge.

What You Can Expect

You will be joining a busy and supportive Customer Services team that collectively manages over 1,000 customer contacts each week.

Working across telephone, email and our Connect system, you will have the opportunity to develop your understanding of Swift's Holiday Home products while building relationships with our nationwide network of dealers and holiday parks.

With seasonal changes in workload and a wide variety of customer enquiries, this is an opportunity for someone who enjoys a challenge, thrives in a fast-paced environment and takes satisfaction in seeing issues through to a successful resolution.

Why Join Swift?

At Swift, our people are at the heart of everything we do.

You will be joining an established British manufacturer with a reputation for producing caravans, motorhomes and holiday homes, working alongside colleagues who are passionate about our products and the customers who enjoy them.

This is an opportunity to become an important part of our Holiday Home Aftersales operation, develop your product and technical knowledge and make a genuine difference to the experience we deliver to our customers and dealer network.

At Swift, we're always on the move and we're looking for driven, high-calibre employees to join us. With ambitious plans, our culture is one of opportunities and development. That's why we've created Swift Academy, a learning programme that helps everyone achieve their full potential.

We’re looking for people who fit with our EPIC culture, that’s people with high Energy levels, who convey our Professional standards and bring Innovation to their role as well as a desire to serve the Swift Community

ABOUT THE COMPANY

Are you ready to join the exciting world of the Swift Group? We're not just any old manufacturer... We're the UK's largest producer of Touring Caravans, Motorhomes, and Holiday Homes.

Since 1964, we've been creating innovative products that provide incredible quality and great value for money. Our expertly-engineered and designed Touring Caravans, Motorhomes, and Holiday Homes are made for adventure-seekers and those who want to own their home away from home, giving thousands of customers’ happy holidays time and time again.

Our headquarters are in Cottingham, East Yorkshire, with 100 acres of state of the art manufacturing and associated facilities. We also offer the UK's only manufacturer-operated motorhome hire facility, Swift Go, with our depots in Manchester and Edinburgh.

Hours

37.5

27 days annual leave plus 8 bank holidays - Early finish Friday; 2.5 day weekend - Easy access to site & free on-site parking available - Swift Academy - Health & Wellbeing - Free Gym Membership