Customer Support Co-Ordinator

Ad Warrior Ltd; Wigan; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Bi-Annual retention bonus

Holiday entitlement 24 days

Holiday purchase option

Group life assurance

Payslips online

Ainscough Advantage benefits

Job summary

Ainscough is seeking a Customer Support Co-ordinator in Standish, Greater Manchester. You will be the first point of contact for customer enquiries, build relationships, prepare quotations and guide customers through the journey from enquiry to order.

Collaborating with Sales, Commercial, Operations, Finance and our depots, you will ensure a seamless customer experience while maintaining CRM records and meeting SLAs. This role emphasizes proactive problem solving and a customer-first mindset.

Qualifications

• Experience in a customer service, contact centre, customer support or sales support environment.

Responsibilities

• Be the first point of contact for customer enquiries and guide customers toward the right lifting solution.
• Build relationships with new and existing customers and understand their requirements.
• Prepare quotations and manage enquiries from initial contact through to order.
• Collaborate with Sales, Commercial, Operations, Finance, Procurement and depots for a seamless experience.
• Manage customer enquiries in line with SLAs and quality standards.
• Maintain accurate customer records and opportunities in the CRM system.
• Look for opportunities to improve the customer experience and ease of doing business.

Skills

Customer service

Communication skills

Relationship building

Organisational skills

Multi-tasking

SLA attainment

CRM familiarity

Tools

CRM systems

Microsoft Office

Job description

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 UK's 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 isn't simply about answering enquiries. It's about building confidence, making things easy and helping customers choose the UK's leading lifting solutions company.

With around 70% of customer interaction taking place through email and digital communication, and 30% by tele, 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, you'll 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 you're looking for a role where you can make a genuine difference to customers while becoming part of a business you're proud to represent, we'd love to hear from you.

What You'll 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 isn't just answering questions—it's giving customers confidence that one important part of their project is in safe hands.

You'll 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?

• 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
• 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

Customer Support Co-ordinator Standish, Greater Manchester, England