Customer Support Co:ordinator

TipTopJob; Lancashire; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Annual retention bonus

Quarterly performance bonus

Excellent benefits package

24 days annual leave + corporate days

Group life assurance 3x salary

Pension 4% employer 5% employees

Online payslips and self-service HR

Job summary

Ainscough is recruiting for a Customer Service role based in Standish, Wigan, onsite. You will be the first contact for customer enquiries and guide clients to the best lifting solutions, coordinating with Sales, Operations and depots to ensure a seamless journey.

You will build strong relationships, manage complex enquiries, and aim for high service levels while using CRM systems and MS Office to maintain records and quotations.

Qualifications

• Experience in a customer service, contact centre, customer support or sales support environment.
• Excellent written and verbal communication skills.
• Confidence building relationships with customers and colleagues.
• Strong organisational skills and the ability to manage multiple priorities.
• A proactive approach, taking ownership of customer enquiries from start to finish.
• A proven ability to consistently achieve Service Level Agreements (SLAs), performance measures and high customer service standards.
• Good IT skills, with experience of CRM systems and Microsoft Office being advantageous.

Responsibilities

• Be the first point of contact for customer enquiries.
• Build relationships with new and existing customers, understanding their requirements and guiding them towards the right lifting solution.
• Prepare quotations, proactively manage enquiries and take ownership of the customer journey through to order.
• Work closely with colleagues across Sales, Commercial, Operations, Finance and our nationwide network of depots to deliver a seamless customer experience.
• Manage customer enquiries in line with agreed Service Level Agreements (SLAs), quality standards and performance measures.
• Maintain accurate customer records and opportunities within our CRM system.
• Continually look for opportunities to improve the customer experience and make it even easier to do business with Ainscough.

Skills

Customer service experience

Written and verbal communication

Relationship building

Organisational skills

Ownership of enquiries

Meet SLAs

CRM & MS Office proficiency

Tools

CRM systems

Microsoft Office

Job description

Location: Standish, Wigan : onsite

Vacancy Type: Permanent

In Addition, Youll Benefit From

• A GBP 3,000 Annual Retention Bonus
• Quarterly Performance Bonus
• Excellent Benefits Package

Our customers have a choice of lifting partners. Every conversation is an opportunity to demonstrate why Ainscough should be theirs.

From first:time crane hires through to some of the UKs largest and most technically challenging lifting projects, our customers trust Ainscough to deliver engineering expertise, an unwavering commitment to industry:leading safety standards and exceptional customer service. Our Customer Support Centre is often the very first impression customers have of our business. This isnt simply about answering enquiries. Its about building confidence, making things easy and helping customers choose the UKs leading lifting solutions company.

With around 70 of customer interaction taking place through email and digital communication, and 30 by telephone, this role is perfect for someone who enjoys building relationships through both written and verbal communication.

No two days are the same. One day you could be helping someone arrange their very first crane hire. The next you might be supporting a customer with a complex lifting solution or helping coordinate the next stage of a major infrastructure project. Working at the heart of the business, youll collaborate with colleagues across Sales, Commercial, Operations, Finance, Procurement and our nationwide network of depots, giving you exposure to almost every area of the company.

If youre looking for a role where you can make a genuine difference to customers while becoming part of a business youre proud to represent, wed love to hear from you.

What Youll Do

• Be the first point of contact for customer enquiries
• Build relationships with new and existing customers, understanding their requirements and guiding them towards the right lifting solution.
• Prepare quotations, proactively manage enquiries and take ownership of the customer journey through to order.
• Work closely with colleagues across Sales, Commercial, Operations, Finance and our nationwide network of depots to deliver a seamless customer experience.
• Manage customer enquiries in line with agreed Service Level Agreements (SLAs), quality standards and performance measures.
• Maintain accurate customer records and opportunities within our CRM system.
• Continually look for opportunities to improve the customer experience and make it even easier to do business with Ainscough.

About You

You understand that great customer service isnt just answering questions:its giving customers confidence that one important part of their project is in safe hands.

Youll probably have

• Experience in a customer service, contact centre, customer support or sales support environment.
• Excellent written and verbal communication skills.
• Confidence building relationships with customers and colleagues.
• Strong organisational skills and the ability to manage multiple priorities.
• A proactive approach, taking ownership of customer enquiries from start to finish.
• A proven ability to consistently achieve Service Level Agreements (SLAs), performance measures and high customer service standards.
• Good IT skills, with experience of CRM systems and Microsoft Office being advantageous.

Why Join Ainscough?

Benefits

• Bi:Annual retention bonus
• 24 days annual leave plus an additional days at 2 years service 5 years service, 10 years and 20 years service.
• Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
• Group life assurance 3 x basic salary
• Pension 4 employer 5 employees
• Online access to payslips, book and view holidays and personal info
• Access to the Ainscough Advantage (People Value) benefits platform
• Staff forums run 3 times a year : have your voice heard

If you