Customer Support Co-ordinator - 12 Month Maternity Cover

Ainscough Crane Hire; Wigan; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading crane company is seeking a Customer Support Co-Ordinator for a 12-month maternity contract. This full-time position involves maximizing revenue through sales inquiries, maintaining customer relationships, and providing exceptional customer service. Candidates should possess strong sales and customer service experience, excellent communication skills, and familiarity with CRM systems. Benefits include bonus schemes, extensive leave options, and a supportive workplace culture.

Benefits

Bi-Annual retention bonus

24 days annual leave

Holiday purchase option

Group life assurance

Pension scheme

Online access to personal information

Access to benefits platform

Staff feedback forums

Qualifications

• Strong sales and customer service experience in an operational environment.
• Understanding of the full sales cycle.
• Willingness to learn technical details about Crane Hire.

Responsibilities

• Handle inbound sales inquiries, maximizing revenue through sales efforts.
• Coordinate with Contract Lift Managers to resolve technical inquiries.
• Maintain CRM records for customer information.

Skills

Sales experience

Customer service experience

Negotiation skills

Communication skills

IT literacy

Organizational skills

Tools

CRM systems

Telephony systems

Job description

Customer Support Co-Ordinator - 12 Months Maternity Contract

Full time, Monday to Friday

Ainscough Crane Hire is looking for a Customer Support Co-Ordinator to join the team in Standish, covering a period of maternity leave.

The Customer Support Co-Ordinator supports various areas of the business by building relationships with internal and external customers. This role, part of the Customer Support Centre, acts as the first point of contact for all inquiries, providing solutions and ensuring exceptional customer service. 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 (based on qualifying dates)
• 24 days annual leave plus additional days at 2, 5, 10, and 20 years of service
• Holiday purchase option (buy an additional 5 days annually via salary sacrifice)
• Group life assurance (3 x basic salary)
• Pension scheme (4% employer, 5% employee contribution)
• Online access to payslips, holiday booking, and personal information
• Access to the Ainscough Advantage benefits platform
• Staff forums three times a year for employee feedback

Key Accountabilities/Responsibilities:

Pre-Order:

• Handle inbound sales inquiries, maximizing revenue through reactive and proactive sales efforts such as quotes, orders, and site visits.
• Follow up on sales opportunities and quotations, upselling and cross-selling, and converting quotes to orders.
• Record all leads and opportunities in the CRM system, keeping customer information up to date.
• Ensure all lead qualification information is complete for efficient inquiry handling.
• Coordinate with Contract Lift Managers or Area Sales Managers to visit customers and resolve technical inquiries promptly.
• Provide indicative pricing, generate quotations, and issue them within KPI targets.

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 the full RAMS are completed before handing over to the depot network.

Person Specification:

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

Skills/Abilities:

• Ability to identify and close sales opportunities using negotiation and influencing skills (essential)
• Willingness to learn 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 safety, project delivery, and customer satisfaction. Our workplace culture fosters passion and pride, supporting our reputation as a market leader.