Customer Care Coordinator

CK International; Dungannon; On-site; GBP 21,000 - 26,000; Full time

Job summary

CK International in Dungannon, United Kingdom, is seeking a Customer Care Coordinator to manage open customer service tickets through to resolution, liaise with customers, schedule engineer work, and handle quotations and invoicing. The role requires at least 1 year in a customer service or administrative position, and strong MS Office skills.

The successful candidate will support compliance tasks, RAMS, and plant hire processes while maintaining accurate customer data and building strong client

Qualifications

• Minimum 1 year of experience in a Customer Service or Administrative role.
• Minimum of 5 GCSEs including Mathematics and English at Grade C/4 or above.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Excellent attention to detail and accurate data entry skills.
• Strong interpersonal and communication skills with the ability to build positive relationships.
• Proven ability to manage time effectively, prioritize workload, and meet deadlines.
• Strong collaborative team-working ethic.

Responsibilities

• Handle open Customer Care tickets through to resolution or escalation.
• Contact customers to clarify issues and provide regular updates on progress.
• Book engineer works, maintain the master schedule, report bookings to management.
• Type, check, issue, and chase job quotations; send final copies upon work completion.
• Invoice completed jobs daily and chase outstanding PO numbers.
• Ensure RAMS are sent to site and manage plant hire processes.
• Create and maintain customer profiles in internal systems and compliance portals.
• Engage with clients to identify additional revenue opportunities, including consumables and service contracts.

Skills

Customer service experience

Attention to detail

Time management

Team collaboration

Education

GCSEs including Maths and English (C/4 or above)

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

DEPARTMENT Customer Care

JOB TITLE Customer Care Coordinator

REPORTING STRUCTURE Customer Care Operations Manager

Position Overview

To handle open Customer Care tickets through to resolution or escalation, providing efficient operational support and delivering best-in-class service to our customers.

Main Duties and Responsibilities

Manage and resolve allocated customer service tickets, ensuring timely communication and precise coordination across all operational tasks:

• Customer Communication & Liaison: Contact customers to clarify issues, provide regular updates on job progress, and deliver excellent service support.
• Engineering & Call Scheduling: Book engineer works, maintain and update the master schedule, and report new bookings to line management for review.
• Quotations & Worksheets: Type, check, issue, and proactively chase job quotations. Review engineer job sheets and send finalised copies to customers upon work completion.
• Billing & Invoicing: Invoice completed jobs daily, pass processed worksheets for billing, and chase outstanding PO numbers for completed works.
• Compliance & Plant Hire: Ensure Risk Assessments and Method Statements (RAMS) are sent to site, and handle the hiring and off hiring of plant equipment.
• System & Portal Administration: Build and set up new customer profiles in internal systems and maintain compliance platforms including Eco Vadis and Avetta.
• General Administration: Perform other administrative and supportive duties as required by management.
• Active Engagement: Discuss additional revenue opportunities with existing clients, including the sale of consumables and service contracts where applicable.
• Weekend on call – Opportunity for weekend rota cover, to log calls and dispatch engineers. Rota shared between office, financially rewarded for participation. At present the rota is filled until 2027. In 2027 you can request to join, if not enough volunteers, then mandatory participation for 1 in (Current Staff pool) weekends will need to be covered by means of phone coverage. This is currently 1 in 5 (22/10/2026)

Qualifications and Experience

• Minimum of 1 year of experience in a Customer Service or Administrative role.
• Minimum of 5 GCSEs (or equivalent) including Mathematics and English at Grade C / Grade 4 or above.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Excellent attention to detail and accurate data entry skills.
• Strong interpersonal and communication skills, with the ability to build positive relationships with team members, third-party suppliers, and clients.
• Proven ability to manage time effectively, prioritize workload, and meet strict deadlines.
• Strong collaborative team-working ethic.