To provide frontline customer support for our service operations by logging new jobs, managing customer communications, and ensuring service requests are recorded and actioned efficiently. The role includes liaising with engineers and customers to manage expectations, resolve queries and complaints, and keep internal systems and records fully up to date.
KEY RESPONSIBILITIES
Act as the first point of contact for incoming customer enquiries via phone and email
Log new service requests and callouts accurately into the system in a timely manner
Provide initial quotations for basic engineer visits based on set company pricing structures
Maintain clear and proactive communication with customers regarding job status, ETAs, and follow-up actions
Handle customer complaints in a professional and empathetic manner, escalating where necessary
Coordinate with field engineers to ensure smooth scheduling and job allocation
Ensure the internal job management system is kept fully up to date with the latest job notes, updates, and outcomes
Support the wider service team with administrative tasks as required
KEY SKILLS & ATTRIBUTES
Strong verbal and written communication skills
Excellent attention to detail and organisational ability
Ability to remain calm under pressure and handle difficult conversations professionally
Confident using Microsoft Office and service management systems (training provided)
Proactive, solution-focused mindset with a can-do attitude
Previous experience in a customer service, service desk, or helpdesk role preferred
SALARY & WORKING HOURS
Salary:
25,500 - 28,000 per annum, depending on experience
Hours:
Full-time, 40 hours per week
Location:
Office-based in Leicester
Saturday Working:
Required to work
1 in every 3 Saturdays
from home on a rota basis
Job Type: Full-time
Pay: 25,500.00-28,000.00 per year
Benefits:
Company pension
Free parking
On-site parking
Schedule:
Monday to Friday
Weekend availability
Work Location: In person
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