Services Co-Ordinator in Droitwich)

Ad Warrior Ltd; Droitwich Spa; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Staff discount

Company events

Refer a friend £150+

On-site gym

Job summary

Ad Warrior Ltd in Droitwich is seeking a Services Co-Ordinator - ITAD to deliver a responsive, high-quality customer experience across phone, email, and chat. You will use product knowledge to resolve enquiries, process orders, and handle issues, ensuring timely resolution.

The role requires accurate CRM updates, proactive follow-up, and collaboration with Sales, Technical Support, and Logistics to meet customer needs.

Qualifications

• Strong verbal and written communication abilities.
• Experience supporting customers via phone, email, and chat.
• Familiarity with CRM systems and order processing.

Responsibilities

• Handle inbound and outbound calls, emails, and chats in a professional, courteous, and efficient manner.
• Provide detailed information about products and services, answer queries, and offer solutions based on customer needs.
• Identify and resolve customer complaints or concerns quickly and escalate when needed.
• Assist with order placement, processing, tracking, and returns or exchanges.
• Accurately input and update customer information in the CRM system.
• Ensure follow-up on open issues to maintain satisfaction.
• Collect customer feedback and report trends to management.
• Work with Sales, Technical Support, Logistics to meet customer needs.
• Adhere to company policies and regulations for customer interactions.

Skills

Communication skills

Multitasking

Customer service

Problem solving

Tools

CRM software

Microsoft Office

Job description

Services Co-Ordinator - ITAD

Location: Droitwich

Salary : £21,157.50 - 24,784.50 per annum

Job Type : Full-time, Mon-Fri working hours 37.5 hour a week contract. Permanent salary.

The purpose of this role is to deliver a responsive, high-quality customer experience across phone, email, and chat. It involves using strong product knowledge to resolve enquiries, process orders, and handle issues efficiently, ensuring timely resolution or escalation where needed. The role requires accurate CRM updates, proactive follow-up, and collaboration with internal teams to meet customer needs. It also supports continuous improvement by capturing feedback and identifying trends, while maintaining full compliance with company policies and regulations.

As an IT recycler and supplier of IT Services we have overseen more than 3 million devices through the IT lifecycle and, as a result, are perfectly placed to provide our customers with guidance and advice through this complex market. We offer a huge range of additional services, such as IT spares and logistics throughout the UK, as well as datacentre and office relocations, configuration and build, bonded stock, engineers and project managers along with Greensafe Global, our hardware specialist IT brokerage service.

Key Responsibilities:

• Handle inbound and outbound calls, emails, and chats in a professional, courteous, and efficient manner.
• Provide detailed information about products and services, answer queries, and offer solutions based on customer needs.
• Identify and resolve customer complaints, issues, or concerns quickly and effectively, offering a resolution or escalating to the appropriate department when necessary.
• Assist with order placement, processing, tracking, and returns or exchanges.
• Accurately input and update customer information in the CRM (Customer Relationship Management) system.
• Ensure follow-up on open issues or customer requests to maintain a high level of satisfaction.
• Collect customer feedback and report trends or recurring issues to management for further action or improvement.
• Work with other departments (e.g., Sales, Technical Support, Logistics) to ensure customers' needs are met promptly and effectively.
• Adhere to company policies, procedures, and industry regulations to ensure compliance with all customer-related transactions and inquiries.

Competencies & Behaviours:

• Strong verbal and written communication skills; ability to interact with a wide range of customers.
• Strong ability to resolve customer issues in a timely, efficient manner.
• Ability to manage multiple tasks and requests simultaneously.
• Ability to stay calm and understanding when dealing with difficult customers.
• Effectively prioritize tasks to meet service level agreements (SLAs).
• Familiarity with CRM software, Microsoft Office Suite, and other customer service tools.
• Ensure accuracy in data entry and while processing orders or addressing customer inquiries.

Benefits:

• Staff discount online store
• Company events
• Refer a friend Scheme - £150+
• On-site Fully Equipped Gymnasium