Job Description

Watkins are market leading Mechanical, Electrical and Plumbing contractors with over 60 years of experience in the industry. We deliver integrated end-to-end building services to the construction industry in London and the South East.

Job Purpose

:

Working within our Ramsgate Customer Care team, you will coordinate engineer appointments, allocate workloads and keep customers updated throughout. You'll balance client priorities, engineer availability and materials to make sure we hit our SLAs and deliver a smooth, professional experience.

Call Handling & Triage

Log new customer calls accurately, capturing priorities, access notes and risks Assess urgency and assign the correct response category/priority.

Scheduling & Dispatch

Arrange appointments with clients/tenants and confirm access details. Allocate jobs to Engineers, balancing skills, location, SLAs and productivity. Ensure Engineers have sufficient, well-planned workloads each day.

Customer & Client Updates

Proactively update customers/clients following visits, including outcomes, next steps and new appointments where required. Maintain a professional, calm and solutions-focused telephone manner always.

Materials & Administration

Raise/track material orders required for works and coordinate with Stores/Suppliers. Prepare reports following callouts and chargeable works; assist with approvals/invoicing packs as needed. Keep CRM/job management systems fully up to date (notes, statuses, documents, photos).

Relationship Management & Upsell

Build strong relationships with clients and tenants; handle complaints/escalations constructively. Offer additional servicing options where appropriate when booking appointments.

Compliance & Continuous Improvement

Work to company procedures, SLAs and KPIs; protect data in line with GDPR. Identify scheduling bottlenecks and suggest improvements to processes/templates.

Key Competencies & Skills:

Excellent organisational and administrative skills; strong attention to detail and accuracy. Clear written and verbal communication; confident, calm telephone manner. Ability to prioritise and manage multiple tasks in a fast-paced environment. Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint); confident with databases/CRMs.

Qualifications & Experience:

Essential

Previous administration experience. Strong IT skills and confidence using databases/systems. Experience coordinating diaries, schedules, or logistics.

Desirable

Experience within construction, engineering, or technical industries. Knowledge of compliance, health & safety, or quality systems. Familiarity with project or resource management tools.

Performance Expectations:

Provide consistent, reliable support to engineering and operational teams.

Maintain accurate and compliant records and systems.

Contribute to efficient project delivery by supporting coordination and communication.

Demonstrate professionalism and teamwork in all interactions.

Job Type: Permanent

Pay: From 25,400.00 per year

Benefits:

Company events Life insurance On-site parking
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person