Warranty & Service Coordinator — Customer Care Champion

myenergi; Grimsby; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

EV charging on-site

Medical Insurance

Cycle to Work

25 days holiday

Mental Health Support

Job summary

myenergi is seeking a Service & Warranty Associate to support customers, installers and partners when warranty matters arise. You will own cases from first contact to completion, gather evidence, assess eligibility, arrange outcomes and keep customers informed throughout the process.

You will work across telephone, email and ticket channels, maintaining accurate records and escalating as needed while following delegated authority and standard operating procedures.

Qualifications

• Experience in customer service, administration, scheduling or warranty roles desirable.
• Experience communicating with customers by telephone and in writing desirable.
• Experience using CRM, ticketing and order management systems desirable.

Responsibilities

• Respond to customers, installers and partners through telephone, email, Zendesk and other approved channels.
• Take ownership of allocated service and warranty cases through to resolution.
• Explain the process, required evidence, expected timescales and next steps clearly.
• Provide updates when an action, delivery, appointment or decision is delayed.
• Manage several active cases while maintaining accurate priorities and follow-up dates.
• Confirm agreed actions are complete before closing the case.
• Resolve first-point dissatisfaction where possible and elevate complaints through the correct route.
• Book engineer visits and other service activity using approved systems and processes.
• Check customer, installer, product and site information before confirming a booking.
• Coordinate replacement products, parts, deliveries, collections and returns.

Skills

Customer service

Administration

Scheduling

Warranty knowledge

Logistics

Technical support

Multiple case handling

Tools

CRM systems

Ticketing systems

Booking systems

Order management

Job description

myenergi is seeking a Service & Warranty Associate to support customers, installers and partners when warranty matters arise. You will own cases from first contact to completion, gather evidence, assess eligibility, arrange outcomes and keep customers informed throughout the process.

You will work across telephone, email and ticket channels, maintaining accurate records and escalating as needed while following delegated authority and standard operating procedures.