Customer Service Coordinator

Donnelly Group; Newtownabbey; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Performance bonus

30 days annual leave

Pension

Life insurance

Healthcare benefits

Cycle to Work

Long Service Awards

Enhanced parental leave

Career progression

Job summary

Donnelly Group is seeking a Customer Service Coordinator to join our fleet team at Mallusk. You will act as the main link between customers and the service department, communicating vehicle issues, repair progress and timelines while ensuring customer concerns are clearly relayed to technicians.

The ideal candidate offers strong customer service skills, professional communication, and a proactive, sales-focused approach to support customer satisfaction and business objectives.

Qualifications

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

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 issues, progress, and timelines.
• Keep customers informed throughout the repair process and ensure timely readiness of vehicles.
• Build and maintain strong customer relationships to drive repeat business.
• Promote relevant products, services, packages, and retail options where appropriate.
• Coordinate parts ordering with technicians and communicate delays to customers.
• Explain completed work and costs transparently to customers.
• Process payments and maintain accurate service records and documentation.

Skills

Servicing

Relationship management

Sales

Job description

Job Description

Location: Donnelly Group, Mallusk Way

We are currently recruiting a Customer Service Coordinator to join our fleet team in Mallusk.

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.

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.

Skills Needed

Servicing, Relationship, Sales

About The Company

The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh. Since then the Donnelly Group has become the largest family-owned automotive company in Northern Ireland. We offer competitive salaries, industry-leading work-life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.

Company Culture

Our teams across all our branches get involved with fundraising for our nominated charity partner, through football tournaments, Donnelly Group bake‑off events, dragon boat racing, abseiling, cycling events as well as having a ‘Foundation Day’; a paid day off, to get involved with community projects. We like to feel that we work hard and play hard.

Required Criteria

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

Desired Criteria

• Previous Experience in Vehicle Service Department
• Previous working experience with targets and selling

Closing Date

Friday 28th August, 2026

Contract Type

fulltime

Salary

Based on Experience