Job Description

Fabco Sanctuary

is a leading provider of high-quality windows and doors dedicated to enhancing the beauty, security, and energy efficiency of residential and commercial spaces. With a commitment to innovation and craftsmanship, we take pride in delivering exceptional products and services to our clients.

The customer service co-ordinator is pivotal in ensuring smooth communication with customers, efficient scheduling of service visits, and maintaining accurate internal systems. You'll be the friendly voice and reliable point of contact for our customers throughout their journey.

Provide prompt, accurate and professional support to customers throughout the entire customer journey to protect and improve customer satisfaction.

Essential Skills & Experience:

Customer service experience, preferably in a manufacturing, engineering, or technical B2B environment. Strong verbal and written communication skills with a professional telephone manner. Good numeracy and attention to detail for order entry and basic invoice checks. Comfortable using ERP/CRM systems and Microsoft Office. Ability to prioritise, work under pressure, and manage multiple customers and tasks. Resilient team player with a customer-first attitude.

Desirable Skills & Experience:

Experience handling technical enquiries or interpreting basic product specifications and drawings.

Key Responsibilities:

Handle inbound calls and emails and make outbound contact, logging all interactions accurately in the CRM. Monitor and respond to messages in the group inbox according to company SLAs. Liaise with production planning to give customers real-time order updates. Resolve routine technical and non-technical queries; escalate complex product or quality issues to the appropriate team. Manage customer complaints with professionalism. Maintain accurate customer records and documentation. Conduct post-appointment calls to confirm customer satisfaction. Book and schedule service work, ensuring all details are recorded and communicated to the customer. Manage and coordinate service bookings. Contact installations from the previous week to assess readiness for silicone application and update the schedule with the Production Manager Contribute to continuous improvement of customer processes and prepare monthly service reports.

In return you will receive several benefits including:

25 days holiday + bank holidays (pro-rata for part time employees) Your birthday off Cycle to work scheme Employee discount Free, onsite parking Sick pay Store discount Referral programme Company pension
Job Types: Full-time, Permanent

Pay: 26,000.00-28,000.00 per year

Work Location: In person