Technical Customer Service Coordinator

airproducts; Worcester; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Air Products in Worcester is seeking a Technical Customer Service Coordinator to resolve technical issues across our customer base, before, during and after delivery. You’ll diagnose problems, provide practical solutions, and help ensure safety and customer satisfaction.

You’ll collaborate with internal teams to prevent recurring issues, maintain accurate records, and support a hybrid working model after a thorough training program.

Qualifications

• Experience handling customer queries across channels.
• Strong communication and listening skills.
• Ability to work collaboratively in a team.
• Organised with attention to detail and multi-tasking.

Responsibilities

• Handle inbound customer queries via phone, email, and other channels.
• Diagnose and troubleshoot technical problems with confidence and accuracy.
• Provide updates and resolutions through outbound communication.
• Maintain and update technical records for accurate documentation.
• Liaise with internal teams to resolve complex issues.

Skills

Communication

Listening skills

Teamwork

Organisation

Customer focus

Job description

At Air Products, we reimagine what’s possible. By tapping into the motivation of our people and our collective experience, we create the ideas and innovations that drive us forward. When we come together - where every voice is heard and everyone knows they belong and matter – we create solutions that launch people into space, support lifesaving care in hospitals, and enable the construction of groundbreaking, world scale production facilities.

Reimagine What’s Possible

Location

Worcester, Hybrid (Work from Home after training)

Schedule

7.5-hour shifts, rotating weekdays and one weekend shift every 3 weeks

About the Role

As a Technical Customer Service Coordinator, you’ll be the go-to expert for resolving technical issues across our entire customer base - before, during, and after delivery. You’ll provide hands-on support to diagnose problems and deliver effective solutions, ensuring customer satisfaction and safety. You’ll also collaborate with internal stakeholders to prevent recurring issues and help retain our valued customers.

Key Responsibilities

• Handle inbound customer queries via phone, email, and other channels
• Diagnose and troubleshoot technical problems with confidence and accuracy
• Proactively provide updates and resolutions through outbound communication
• Maintain and update technical records to ensure accurate documentation
• Liaise with internal teams to elevate and resolve complex issues

What we are looking for

• Can-do attitude and strive to leave every customer with a positive experience
• Strong communicator with great listening skills and a friendly telephone manner
• Solution-focused individual, caring about resolving issues efficiently and effectively
• Someone who enjoy working collaboratively and thrive in a team environment
• Organised, detail-oriented, and able to manage multiple tasks

Working Arrangements

• Hybrid Working: After completing a comprehensive training package, you’ll transition to a hybrid work model
• Shift Pattern: Includes a mix of shifts Early Shift - 6-2 and 9-5, with one weekend shift (9-5) every 3 weeks and a weekday off in return. Late Shift 9-5, 11-7 and 1-9 shifts, with one weekend shift (11-7) every 3 weeks and a weekday off in return

If you're passionate about helping customers and solving technical challenges, we’d love to hear from you!

Founded in 1940, Air Products is a world leading industrial gases company and has a proud history of innovation, operational excellence, with an unwavering commitment to safety and environmental stewardship. Working together, we are taking our passion and diverse backgrounds forward to reimagine what’s possible and generate a cleaner future for our customers, our communities, and the world.