Customer Service Coordinator

TipTopJob; Swindon; On-site; GBP 22,500 - 27,500; Full time

Job summary

TWC Home Group is seeking a dedicated Customer Service Coordinator to be the friendly, organised voice our customers rely on from the moment their installation is booked through to aftercare.

You will be the central point of contact between customers, installers, service engineers and the office team, ensuring smooth operations and that customers feel well looked after.

Qualifications

• Friendly, professional telephone manner.
• Strong organisational skills and attention to detail.
• Able to multitask in a busy office environment.
• Good computer literacy.
• Calm, problem-solving approach.
• Previous customer service experience.

Responsibilities

• Communicate with customers ahead of installation, explaining steps and timings.
• Follow up after installation to ensure satisfaction and log concerns.
• Raise service reports and coordinate parts if needed.
• Manage engineers’ schedules and book appointments.
• Answer calls and support day-to-day admin in the Installation Office.

Skills

Friendly communication

Organisational skills

Multitasking

Computer literacy

Problem solving

Customer service experience

Tools

CRM system

Job description

TWC HOME GROUP

Customer Service Coordinator

Join the team keeping our customers informed, reassured and looked after

Reports to: Operations Manager

Department: Installation Office

Hours: Monday:Friday, 8:00am:4:00pm

Location: Headlands Grove Trading Estate, SN2 7JQ

Salary and Package: A GBP 25,000 per annum + holidays. Full training provided.

About The Role

TWC Home Group is looking for a Customer Service Coordinator to be the friendly, organised voice our customers rely on : from the moment their installation is booked, right through to aftercare. Youll be the central point of contact between our customers, installers, service engineers and office team, making sure every job runs smoothly and every customer feels well looked after.

What Youll Be Doing

Customer Communication

• Call customers ahead of installation to talk them through what will happen on the day.
• Explain arrival times, site preparation and what to expect.
• Answer questions and keep customers reassured throughout.

Aftercare

• Call customers after installation to check theyre happy.
• Log any concerns and arrange prompt follow:up.
• Encourage happy customers to leave a review.

Service and Remedial Management

• Take service calls and work out whats needed to put things right.
• Raise service reports and order any parts required.
• Track remedial jobs through to completion.

Scheduling and Logistics

• Manage service engineers diaries and book appointments efficiently.
• Confirm and rearrange appointments as needed.
• Make sure engineers have everything they need before heading out.

Reception and Office Support

• Answer incoming calls and direct them to the right person.
• Take accurate messages and monitor the inbox.
• Support the Installation Office with day:to:day admin.
• Help keep schedules and customer records up to date.

What Were Looking For

Essential

• A friendly, professional telephone manner.
• Strong organisational skills and attention to detail.
• Comfortable multitasking in a busy office.
• Good computer literacy.
• A calm, problem:solving approach.
• Previous customer service experience.

Desirable

• Experience in windows, doors or home improvements.
• Experience scheduling engineers or installation teams.
• Understanding of warranty or remedial processes.
• Experience using a CRM system.

Interested in joining TWC Home Group?