Customer Success & Helpdesk Coordinator

HRB Mechanical Services Ltd; United Kingdom; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Company pension scheme

Professional development

Supportive team environment

Job summary

HRB Mechanical Services Ltd is seeking a dedicated Helpdesk Service Coordinator to manage customer inquiries with professionalism from initial contact through resolution. You will collaborate with Sales, Operations, Procurement and Technical Support to ensure a smooth journey and strong client relationships.

The role requires outstanding communication, organisational skills, and a proactive approach to improving service delivery.

Qualifications

• Proven experience in a customer service coordinator role or similar customer-facing position.
• Excellent verbal and written communication skills with the ability to empathise and communicate clearly with customers.
• Strong problem-solving abilities and sound judgment when handling customer issues.
• Highly organised and capable of multitasking in a fast-paced environment.
• Proficiency in CRM systems (Big Change is highly desirable) and the Microsoft Office Suite.
• Strong attention to detail and accuracy in data entry and administrative tasks.
• A collaborative team player with a positive, professional attitude.
• Knowledge of customer service best practices within a technical or construction-related field is an advantage.

Responsibilities

• Provide outstanding customer service by responding promptly and professionally to inquiries, concerns, and complaints via phone, email, and other communication channels.
• Act as the primary point of contact for customers, ensuring timely and effective issue resolution.
• Coordinate with internal teams—including Sales, Operations, Procurement, and Technical Support—to address customer needs and ensure a smooth, efficient process.
• Proactively follow up with customers to confirm satisfaction and build long-term loyalty.
• Maintain accurate and up-to-date records in our CRM system.
• Monitor and analyse customer feedback, identifying trends and opportunities for improvement in service delivery.

Skills

Customer service

Communication

Problem solving

Organization

CRM systems

MS Office

Attention to detail

Team player

Tools

CRM systems

Microsoft Office

Job description

HRB Mechanical Services Ltd is seeking a dedicated Helpdesk Service Coordinator to manage customer inquiries with professionalism from initial contact through resolution. You will collaborate with Sales, Operations, Procurement and Technical Support to ensure a smooth journey and strong client relationships.

The role requires outstanding communication, organisational skills, and a proactive approach to improving service delivery.