Customer Service Coordinator

Donnelly-Group-Ni; Dungannon; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Performance bonus

30 days leave

Pension

Life insurance

Healthcare benefits

Cycle to Work

Long service awards

Parental leave

Career progression

Job summary

Donnelly Group is seeking a Customer Service Coordinator in Dungannon to act as the main liaison between customers and our service department. You will communicate repair progress, timelines, and costs, while delivering a proactive, sales-focused approach to support customer satisfaction and business objectives.

The role requires strong communication, organisation, and a customer-first mindset, with experience in a busy automotive service environment.

Qualifications

• Two years of experience in a customer-facing or administrative role.
• Customer service champion with excellent communication skills.
• Strong organisational abilities and attention to detail.
• Team player in a busy, fast-paced environment.

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

Organisation

Teamwork

Job description

Customer Service Coordinator

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.

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

• 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.