Customer Service Coordinator

Donnelly-Group-Ni; Derry/Londonderry; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

30 Days Holiday increasing with long‑s

Health Cash Back Scheme

Employee Assistance Programme - GP

Enhanced Maternity & Paternity Pay

Pension Provision & Life Assurance

Private Medical Cover

BenefitHub retail discounts

Cycle to Work Scheme

Kingsbridge Diamond Membership Club

Continuous Development & Learning

Job summary

Donnelly Group is seeking a Customer Service Coordinator for our Campsie team. You will act as the primary liaison between customers and the service department, communicating vehicle issues, progress, and timelines while ensuring customer concerns are relayed to the team.

The role requires strong communication, a proactive, sales-focused approach, and the ability to maintain clear, professional customer interactions across multiple channels.

Qualifications

• Two years' experience in a customer-facing, or administrative role.

Responsibilities

• Provide excellent customer service through professional communication via phone, online bookings, and face-to-face interactions.
• Schedule and manage service appointments, including vehicle drop-offs and collections.
• Liaise between customers and technicians to ensure clear communication regarding vehicle issues, progress, and repair timelines.
• Keep customers informed throughout the repair process and ensure vehicles are ready within agreed timeframes.
• Build and maintain strong customer relationships to encourage repeat business.
• Promote and recommend relevant products, services, packages, and retail options where appropriate.
• Coordinate with technicians regarding parts ordering and communicate any delays to customers.
• Clearly explain completed work and associated costs to customers, ensuring transparency and satisfaction.
• Process payments and maintain accurate service records and documentation.

Skills

Customer service

Communication skills

Organisational skills

Team player

Job description

Customer Service Coordinator

We are currently recruiting a Customer Service Coordinator to join our Campsie team.

The Customer Service Coordinator acts as the key liaison between customers and the service department. The role involves communicating with customers regarding vehicle issues, repair progress, and expected timelines, while ensuring that customer concerns and requirements are clearly relayed to the service team.

The successful candidate will demonstrate excellent customer service skills, maintain clear and professional communication, and adopt a proactive, sales-focused approach to support both customer satisfaction and business objectives.

About the role

Responsibilities:

• Provide excellent customer service through professional communication via phone, online bookings, and face-to-face interactions.
• Schedule and manage service appointments, including vehicle drop-offs and collections.
• Liaise between customers and technicians to ensure clear communication regarding vehicle issues, progress, and repair timelines.
• Keep customers informed throughout the repair process and ensure vehicles are ready within agreed timeframes.
• Build and maintain strong customer relationships to encourage repeat business.
• Promote and recommend relevant products, services, packages, and retail options where appropriate.
• Coordinate with technicians regarding parts ordering and communicate any delays to customers.
• Clearly explain completed work and associated costs to customers, ensuring transparency and satisfaction.
• Process payments and maintain accurate service records and documentation.

What We’re Looking For

• Previous two years experience in a customer facing, or administrative role.
• A customer service champion with excellent communication skills.
• Strong organisational abilities and attention to detail.
• A team player who thrives in a busy, fast-paced environment.

Employee Benefits

Supporting our people at work and beyond.

• 30 Days' Holiday - increasing with long service
• Health Cash Back Scheme
• Employee Assistance Programme - including GP Anytime
• Enhanced Maternity & Paternity Pay
• Pension Provision & Life Assurance
• Access to Discounted Private Medical Cover
• Retail Discounts through BenefitHub
• Cycle to Work Scheme
• Kingsbridge Diamond Membership Club
• Continuous Development & Learning

This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable duties as discussed and directed by their line manager.

Donnelly Group is an equal opportunities employer.

The company reserves the right to expand the shortlisting criteria where necessary to facilitate the shortlisting process.

About the company

For over 70 years, Donnelly Group has grown from a small family business in Caledon into Northern Ireland’s largest family-owned motor retailer. Today, our people are at the heart of everything we do across 22 leading automotive brands and 9 locations.

Required Criteria

• Full valid driving license required
• Excellent organisation and time management skills