Booking Coordinator

Neighbourly; Greater London; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Sales incentives

Job summary

Pimlico Plumbers in London’s Lambeth call centre is seeking a Booking Coordinator to convert customer enquiries into bookings and coordinate engineers to attend properties. The role blends sales with service, focusing on delivering excellent customer experiences.

Candidates should have at least 1 year of sales and customer service experience, strong communication, multitasking across channels, and proficiency with CRM systems to record bookings and guide engineers.

Qualifications

• At least 1 year of Sales and Customer Service experience.
• Proven track record of driving sales and meeting targets in a customer-centric environment.
• Ability to convert customer enquiries into successful bookings through strategic engagement and persuasive communication.

Responsibilities

• Engage with customers to understand their needs and convert interactions into booked services.
• Schedule and organise service calls, upsell or cross-sell services to meet customer requirements.
• Coordinate with franchisees to ensure they are briefed for customer visits.
• Record bookings on our bespoke CRM to guide engineers and capture customer issues.
• Handle interactions via phone, email, and chat professionally to maximise the customer experience.

Skills

Good communication

Multitasking

CRM systems

Attention to detail

Tools

CRM systems

Job description

At Pimlico Plumbers, we're not just London's largest independent servicing and maintenance company, we're also leaders in driving sales through top-tier customer service. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our services and the effectiveness of our sales strategies. As part of the Neighbourly family, we now have even more resources and broader opportunities for career growth in the service industry.

The Booking Coordinator role is a crucial part in our vibrant call centre in Lambeth. The position is at the forefront of converting customer enquiries into job bookings, utilising effective sales techniques. The role also coordinates our top tier engineers to attend client's properties and is key to excellent service management.

Experience:

We're looking for someone with a proven track record of driving sales and meeting targets in a customer-centric environment; at least 1 year’s experience of Sales and Customer Service. You will also demonstrate the ability to convert enquiries into successful bookings through strategic engagement and persuasive communication skills.

Key Responsibilities:

• Engage with customers to understand their needs and convert these interactions into booked services.
• Schedule and organise service calls, utilising sales skills to upsell or cross-sell services, that meet the customers’ requirements.
• Communicate effectively with franchisees, ensuring they are briefed in readiness for customer visits.
• Record bookings accurately on our bespoke CRM to ensure franchisees have clear guidance in relation to the customer’s issue.
• Handle customer interactions via phone, email, and chat, ensuring interactions are managed professionally and empathetically to maximise the customer experience.

What You Will Bring:

• Good communication skills, essential for building rapport with our client base.
• Ability to multitask and navigate various communication channels in a high-energy setting.
• Technological proficiency to efficiently manage customer data and track prior bookings with Pimlico. Clear understanding of first-class service and understanding the importance of customer engagement.
• Great attention to detail - ensuring information is collated and recorded accurately.

This role is a mix between the following:

• Sales: Ensuring we are converting at a high level, looking for opportunities to assist customers.
• Customer Service: Delivering a seamless booking experience, demonstrating empathy and professionalism throughout the customer journey.
• Administration: Excellent attention to detail to make sure information gathered is accurately recorded.

Shifts Available:

• 8-hour shifts between the hours of 7am - 7pm. Mandatory alternate weekend work required.
• 8-hour shifts between the hours of 12:30pm - 10:30pm. Mandatory alternate weekend work required.

Supplemental Pay:

• Various fun incentives based on sales performance.

About us:

Neighborly (yes without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown to be the world’s largest home service company, delivering premium service experiences across homes and businesses, primarily through franchising. In 2010 Neighbourly entered the UK market with the focus of acquiring and developing premium brands within the home service industry.

In the 14 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands with over 4,000 frontline staff. Gaining a strong reputation for investment and franchisee development consistently growing year-on-year.

Our Brands:

• Pimlico Plumbers London
• Drain Doctor
• Bright & Beautiful
• Countrywide Grounds Maintenance
• Dream Doors
• Greensleeves Lawn Care

Brand:

PIM UK Pimlico