Customer Service Coordinator

Donnelly Group; Dungannon; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Market-leading salary

Performance-related bonus

30 days annual leave

Pension provision

Life insurance cover

Healthcare benefits

Cycle to Work Scheme

Long Service Awards

Enhanced maternity & paternity leave

Job security & career progression

Job summary

Donnelly Group in Dungannon is seeking a Customer Service Coordinator to act as the key liaison between customers and the service department, communicating vehicle issues, progress and timelines while relaying customer requirements to the team.

You will provide excellent service, maintain professional communication, manage appointments, liaise with technicians, promote products, and process payments, aiming to deliver transparency and customer satisfaction.

Qualifications

• Minimum two years experience in a customer facing or administrative role.
• CRM system experience is desirable.
• Ability to deliver high levels of customer satisfaction and service excellence.
• Strong organisational and time-management skills.
• Full driving licence is required.

Responsibilities

• Provide excellent customer service 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 relay vehicle issues, progress and repair timelines.
• Keep customers informed throughout the repair process and ensure timely completion.
• Build and maintain strong customer relationships to encourage repeat business.
• Promote and recommend relevant products, services and packages where appropriate.
• Coordinate with technicians regarding parts ordering and communicate delays to customers.
• Explain completed work and costs clearly, ensuring transparency and satisfaction.
• Process payments and maintain accurate service records and documentation.

Skills

Customer service

Communication

Organisation

IT literacy

Driving licence

Tools

CRM system

Job description

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

What We Offer

• Market-leading salary plus performance-related bonus
• 30 days annual leave
• Pension provision
• Life insurance cover
• Healthcare benefits: Kingsbridge Hospital Diamond Club membership, Healthshield cashback & perks, access to discounted private healthcare scheme
• Cycle to Work Scheme
• Long Service Awards
• Enhanced maternity & paternity leave
• Job security, work-life balance, and clear career progression opportunities

Additional Information

This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable tasks as directed by the line manager.
Donnelly Group reserves the right to expand the short-listing criteria to facilitate the recruitment process.

Equal Opportunities

Donnelly Group is proud to be an equal opportunities employer. We value diversity and inclusion across our workforce.

Required Criteria

• At least 2 years experience in a similar role or customer facing role.
• Knowledge of vehicle parts would be advantageous.
• Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
• Excellent organisation and time management skills.
• Strong working knowledge of IT.
• Professionally presented and posses a good work ethiC.
• A full driving licence.

Desired Criteria

• Previous experience using a CRM system.
• Previous Experience in Vehicle Service Department.
• Previous working experience with targets and selling.

About The Company

Careers at Donnelly Group

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.

Whether you're starting out, changing direction or taking the next step in your career, you'll find opportunities across sales, aftersales, technicians, customer service, finance, marketing, administration and management.

Join a diverse and inclusive workforce, where your contribution matters and there are opportunities to learn, develop and grow.

Explore our current vacancies and discover where a career with Donnelly Group could take you.

Company Culture

Our Values

• Team Ethos
• Integrity
• Passion
• Trust & Respect
• Innovation

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

Company Benefits

• Health insurance
• Vacation
• Paid time off
• Retirement plan and/or pension
• Employee discounts
• Cycle to work
• Competitive salary
• Life insurance
• Employee Assistance Scheme
• Wellbeing Scheme
• Progression opportunities
• Service recognition increases to annual leave
• Company employee App

Salary

Not disclosed