Installer Care Coordinator

NIBE Energy Systems Limited; Chesterfield; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

33 days annual leave

Pension scheme

Private health insurance

Life insurance

Social events

Induction & training

Job summary

NIBE Energy Systems Limited in Chesterfield is seeking an Installer Care Coordinator for a 12-month fixed term contract. You will assist installers with enquiries, process orders, and support our supply chain and Homeowner Care Team during holiday coverage.

This fully office-based role requires a proactive, customer-focused individual with strong communication skills and the ability to collaborate with logistics partners to ensure timely deliveries.

Qualifications

• Customer-focused mindset with strong problem solving skills.
• Empathetic approach to customer interactions.
• Friendly, polite, and professional demeanor.
• Ability to work well in a team and stay calm under pressure.

Responsibilities

• Respond to customer inquiries by phone and email, directing them to the appropriate team.
• Log customer details and interactions in the CRM; process unit and spare part orders and allocate stock.
• Handle complaints and escalate to a manager when necessary; process secure payments.
• Coordinate delivery dates with customers and work with the Supply Chain Coordinator on urgent stock orders.
• Liaise with Third-Party Logistics regarding deliveries and stock queries; identify spare parts from exploded drawings.

Skills

Customer focus

Problem solving

Empathy

Teamwork

Calm under pressure

Job description

About NIBE

For over 70 years, NIBE has been at the forefront of manufacturing energy efficient and sustainable climate solutions. By combining renewable energy with cutting edge technology, we create smart, effective solutions that contribute to a greener future. Our extensive product range including heat pumps delivers heating, cooling, ventilation, and hot water solutions, ensuring a perfect indoor climate with minimal environmental impact.

The Role

We are seeking a proactive Installer Care Coordinator to join our team at our Chesterfield office on a 12 month fixed term contract. In this role, you will be responsible for delivering outstanding customer service by assisting installers with enquiries, processing orders, and supporting our supply chain team. Additionally, you will provide support to our Homeowner Care Team for holiday cover. Please note that this is a fully office-based role and the successful candidate will be required to work from our Head Office in Chesterfield.

Key Responsibilities

• Respond to customer inquiries via phone and email, directing them to the appropriate team.
• Accurately log customer details and interactions in the CRM system. Process orders for units and spare parts, allocate stock, and generate pick requests for the warehouse.
• Handle complaints, escalating to a manager when necessary. Process credit/debit card payments securely.
• Coordinate with customers to confirm delivery dates and schedules. Work closely with the Supply Chain Coordinator to manage urgent stock orders.
• Liaise with our Third-Party Logistics Partner regarding deliveries and stock queries Identify spare parts using exploded drawings.
• Perform general office duties as required.

What You will Bring

• Customer focused mindset with strong problem solving skills with the ability to think critically and provide effective solutions.
• Empathetic approach to customer interactions, ensuring a positive and supportive experience.
• Friendly, polite, and professional demeanor
• Ability to work well within a team while handling issues independently and staying calm under pressure.

What We Offer

• 33 days annual leave (including bank holidays),
• Company Salary Sacrifice Pension Scheme
• Private Health Insurance + Employee Assistance/Wellbeing Program
• Life Insurance (3x salary)
• Company social events
• Comprehensive induction & job related training