Customer Service Coordinator

Donnelly Group

Newtownabbey

On-site

GBP 22,000 - 28,000

Full time

2 days ago

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Benefits offered by this job

30 Days Holiday

Health Cash Back

Employee Assistance Programme

Enhanced Maternity & Paternity Pay

Pension Provision & Life Assurance

Discounted Private Medical Cover

Retail Discounts

Cycle to Work Scheme

Diamond Membership Club

Continuous Development & Learning

Job summary

Donnelly Group in Mallusk is seeking a Customer Service Coordinator to join our fleet team. You will be the key liaison between customers and the service department, handling vehicle issues, repair progress, and timelines while ensuring clear communication.

The role requires strong customer service, excellent communication, and a proactive, sales-focused approach to support customer satisfaction and business objectives, with opportunities within this long-established Northern Ireland retailer.

Qualifications

Two years experience in a customer-facing or administrative role.
Customer service champion with excellent communication skills.
Strong organisational abilities and attention to detail.
Team player who thrives 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

Servicing

Relationship

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.

Employee Benefits

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

Donnelly Group is an equal opportunities employer.

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

Skills Needed

Servicing, Relationship, Sales

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.

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.

Company Culture

Our Values