Technical Customer Service Coordinator

Air Products PLC; Worcester; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive training

Job summary

Air Products PLC in Worcester is seeking a Technical Customer Service Coordinator to resolve technical issues across our customer base, providing hands-on support before, during, and after delivery. You will diagnose problems and deliver effective solutions, collaborating with internal teams to prevent recurring issues and ensure customer safety and satisfaction.

Post-training, you’ll transition to a hybrid work model with shifts including Early 6-2 and 9-5, plus Late 9-5, 11-7 and 1-9, with a

Qualifications

• Ability to diagnose and resolve technical issues across customer base.
• Strong communication and listening skills to ensure customer satisfaction.
• Organised, detail oriented and able to manage multiple tasks.

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 escalate and resolve complex issues.

Skills

Technical troubleshooting

Customer service

Communication

Teamwork

Documentation

Tools

CRM software

Ticketing system

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 PossibleLocation: Worcester, Hybrid (Work from Home after training)Schedule: 7.5-hour shifts, rotating weekdays and one weekend shift every 3 weeksAbout the RoleAs 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 channelsDiagnose and troubleshoot technical problems with confidence and accuracyProactively provide updates and resolutions through outbound communicationMaintain and update technical records to ensure accurate documentationLiaise with internal teams to escalate and resolve complex issuesWhat we are looking for:Can-do attitude and strive to leave every customer with a positive experienceStrong communicator with great listening skills and a friendly telephone mannerSolution-focused individual, caring about resolving issues efficiently and effectivelySomeone who enjoy working collaboratively and thrive in a team environmentOrganised, detail-oriented, and able to manage multiple tasksWorking ArrangementsHybrid Working: After completing a comprehensive training package, you’ll transition to a hybrid work modelShift 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 returnIf 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.