Customer Engineering Coordinator

Calor Gas Ltd; Warwick; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Private Medical Insurance

Company Pension Scheme

Life Assurance

Staff discounts on gas

Shopping discounts

Volunteer day

Job summary

Calor Gas Ltd in Warwick is seeking a Customer Engineering Coordinator on a 12-month fixed-term contract to support the coordination of gas-related emergencies, service orders and asset maintenance. The role emphasizes accurate planning, efficient communication and compliance with safety and GDPR standards.

This is a varied role where you’ll work with engineers, contractors and internal teams in a hybrid setup (three days on site).

Qualifications

• Excellent written and verbal communication skills.
• Experience in a customer service or call centre environment is desirable.
• Educated to GCSE standard (or equivalent), including English and Mathematics.

Responsibilities

• Create and manage work orders in line with Calor policies.
• Raise and manage purchase orders using Calor’s ERP system.
• Order materials, liaise with suppliers and arrange delivery of parts to site.
• Use external systems and search tools to support work planning and order accuracy.
• Review cancellations and aborts, arranging follow-up appointments where required.
• Support work order completion, accountancy and closure (TECO) processes.
• Manage cases within Calor’s CRM system and maintain accurate records.
• Handle inbound calls and queries from customers, engineers, depots and contractors in line with SLAs.
• Respond to customer communications within agreed timescales, issuing holding responses where necessary.
• Produce customer correspondence using Calor-approved templates and formats.
• Ensure GDPR compliance at all times when handling customer information.
• Take ownership of customer queries and complaints through to resolution.
• Promote Calor services where appropriate, delivering professional and empathetic communication.
• Work collaboratively with colleagues and departments, sharing best practiceContribute to continuous improvement of processes and customer experience.

Skills

Communication skills

Customer service

Problem solving

Team player

Initiative

Resilience

Education

GCSE or equivalent (English & Maths)

Tools

ERP system

CRM system

GDPR knowledge

Job description

Customer Engineering Coordinator (12 months Fixed Term Contract)

The Point, Warwick

Full-time, Hybrid (3 days on site)

£26,500

About The Role

We’re looking for a customer-focused and organised professional to join Calor in a key operational support role. You’ll be responsible for the administration and coordination of gas-related emergencies, service orders and company asset maintenance, ensuring work is planned, communicated and delivered safely, compliantly and efficiently.

This is a varied role where no two days are the same. You’ll work with a wide range of internal teams, engineers, contractors and external customers, playing a vital part in delivering a high standard of customer service while supporting Calor’s safety and business objectives.

Shift Pattern

Working between 8:00am - 5:30pm Monday to Friday

Key Responsibilities

• Create and manage work orders in line with Calor policies
• Raise and manage purchase orders using Calor’s ERP system
• Order materials, liaise with suppliers and arrange delivery of parts to site
• Use external systems and search tools to support work planning and order accuracy
• Review cancellations and aborts, arranging follow-up appointments where required
• Support work order completion, accountancy and closure (TECO) processes
• Manage cases within Calor’s CRM system and maintain accurate records
• Handle inbound calls and queries from customers, engineers, depots and contractors in line with SLAs
• Respond to customer communications within agreed timescales, issuing holding responses where necessary
• Produce customer correspondence using Calor-approved templates and formats
• Ensure GDPR compliance at all times when handling customer information
• Take ownership of customer queries and complaints through to resolution
• Promote Calor services where appropriate, delivering professional and empathetic communication
• Work collaboratively with colleagues and departments, sharing best practiceContribute to continuous improvement of processes and customer experience

What We’re Looking For

• Excellent written and verbal communication skills
• Strong interpersonal skills with a calm, confident and professional manner
• Ability to use initiative, analyse information and solve problems effectively
• A flexible team player with a strong customer-focused mindset
• Resilient and tenacious, with the drive to achieve team and business goals
• Previous experience in a customer service or call centre environment is desirable but not essential
• Educated to GCSE standard (or equivalent), including English and Mathematics

Why Join Calor?

• Be part of a business where safety and customer service are central to everything we do
• Work in a varied role with exposure to operational, planning and customer support activities
• Develop transferable skills across systems, coordination, and stakeholder management
• Join a supportive team with opportunities to learn and progress within the organisation

What we can offer you?

• 25 days annual leave plus 8 Bank Holidays
• Private Medical Insurance
• Company Pension Scheme (Salary sacrifice - single matched contributions to 7.5%)
• Life Assurance
• Staff discounts on gas
• Shopping discounts
• 1 day per year to volunteer for a charitable cause