Customer Support Co-ordinator

Ainscough Crane Hire; Wigan; On-site; GBP 22,000 - 30,000; Full time

Job summary

Ainscough Crane Hire is seeking a Customer Support Co-Ordinator in Standish to enhance customer experience and maximize sales. The role entails managing enquiries, providing solutions, and ensuring top-notch customer service while fostering relationships internally and externally. Strong sales, IT skills, and a proactive attitude are essential for success in this operational role.

Benefits

Bi-Annual retention bonus

Salary increase in October 2024

24 days annual leave plus additional days

Holiday purchase option

Group life assurance

Pension scheme

Online access to payslips and holiday bookings

Access to Ainscough Advantage benefits platform

Staff forums three times a year

Qualifications

• Strong sales and customer service experience in an operational environment.
• Experience with Telephony & CRM systems desirable.
• Contact centre experience desirable.

Responsibilities

• Act as the first point of contact for all enquiries and provide solutions.
• Maximize revenue through proactive sales activities and follow-up on sales opportunities.
• Verify purchase orders and process payments if needed.

Skills

Negotiating and influencing skills

Excellent communication skills

IT literacy

Organizational and time management skills

Job description

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Wigan Support Functions & Head Office Permanent

Customer Support Co-Ordinator

Ainscough Crane Hire is looking for a Customer Support Co-Ordinator to join the team in Standish.

This role supports various areas of the business by building relationships with both internal and external customers. Working as part of the Customer Support Centre, you will act as the first point of contact for all enquiries, providing solutions and ensuring exceptional customer service. Your responsibilities include offering customers an easy and informative experience, following up on their needs, identifying opportunities for additional services, scheduling site visits, and completing administrative tasks.

Benefits for a Customer Support Co-Ordinator

• Bi-Annual retention bonus
• Salary increase in October 2024
• 24 days annual leave plus additional days at 2 and 5 years of service, and every 5 years thereafter
• Holiday purchase option (buy an additional 5 days yearly via salary sacrifice)
• Group life assurance (3x basic salary)
• Pension scheme (4% employer, 5% employee contributions)
• Online access to payslips, holiday bookings, and personal info
• Access to the Ainscough Advantage benefits platform
• Staff forums three times a year to voice opinions

Key Accountabilities/Responsibilities

Pre-Order

• Be the first contact for inbound sales enquiries, maximizing revenue through reactive and proactive sales activities such as quotes, orders, and site visits.
• Track and follow up on sales opportunities and quotations, upselling and cross-selling, converting quotes to orders.
• Capture leads and opportunities in the CRM system, maintaining up-to-date customer information.
• Ensure all lead qualification data is complete for efficient enquiry handling.
• Coordinate with Contract Lift Managers or Area Sales Managers for customer visits and technical enquiries.
• Provide indicative pricing, generate quotations, and issue them within KPIs.

Post-Order

• Verify purchase orders against quotations, convert quotations to hire agreements, obtain electronic signatures, and process payments if needed.
• Review order documentation, gather missing information, and ensure full RAMS documentation before handover to the depot network.

Person Specification

• Strong sales and customer service experience in an operational environment (essential)
• Experience with Telephony & CRM systems (desirable)
• Contact centre experience (desirable)
• Construction sector experience (desirable)
• Understanding of the full sales cycle (essential)

Skills/Abilities

• Negotiating and influencing skills to identify and close sales opportunities (essential)
• Willingness to learn and communicate technical details about Crane Hire and Contract Lift (essential)
• Excellent communication skills (essential)
• IT literacy (email, CRM, telephony) (essential)
• Organizational and time management skills (essential)

Ainscough Crane Hire is the UK's leading crane company, operating across 30 locations with a dedicated team committed to delivering projects safely, on time, and within budget. Our ethos, "Make the Safe Choice," underpins our operations and workplace culture, fostering passion and pride among our team members.