Service Administrator & Customer Support Coordinator – Starting pay £27,970 rising to £29,950
Mobility Hire is a busy family business based in Tewkesbury, Gloucestershire providing mobility and medical equipment all over the UK. As the business continues to grow, we are looking for new members to join our team within a busy and customer service-based company.
About the role
We are looking for an organised, proactive and customer-focused Service Administrator & Customer Support Coordinator to join our Service Department.
As a mobility equipment hire company, we provide equipment that our customers rely on every day. This role is therefore about much more than administration — you will play an important part in looking after our customers throughout their rental, making sure they receive prompt support when issues arise and helping to keep their equipment safe, reliable and fit for purpose.
You will be a key point of contact for customers experiencing problems with their equipment, providing initial troubleshooting and arranging the appropriate solution. This may include organising engineer visits, repairs, replacement parts or swap-overs of equipment where required.
Alongside customer support, you will manage a range of service administration, including servicing contracts, repair jobs, parts ordering and maintaining accurate customer and equipment records.
Key responsibilities
Customer service
- Act as a first point of contact for customers contacting the Service Department.
- Build positive relationships with customers and provide a friendly, professional and reassuring service.
- Respond to customer enquiries and service issues by telephone and email.
- Provide troubleshooting and fault-finding over the telephone, using your training and knowledge to help resolve issues.
- Recognise when an issue requires technical assistance and arrange the appropriate next step.
- Arrange engineer visits, repairs, collections and deliveries as required.
- Organise swap-overs of rental equipment when equipment is faulty, unsuitable or cannot be repaired within an appropriate timeframe.
- Deal with customer concerns calmly and professionally and escalate more complex issues when necessary.
- Ensure customers feel supported and looked after throughout their hire.
Service coordination & administration
- Raise and manage service and repair jobs.
- Coordinate repairs and servicing from initial report through to completion.
- Manage administration relating to servicing contracts and scheduled maintenance.
- Monitor service contracts and ensure servicing requirements are actioned on time.
- Order parts required for repairs and servicing.
- Liaise with suppliers regarding parts availability, delivery times and outstanding orders.
- Assisting with coordinating and scheduling of engineers and service technicians.
- Maintain accurate customer, equipment, repair and service records.
- Keep internal systems updated with the latest information on repairs, servicing and equipment movements.
- Process service paperwork, invoices and other relevant documentation.
About you
We are looking for someone who genuinely enjoys helping people, solving problems and getting things organised.
The ideal candidate will be:
- Friendly, approachable and confident speaking with customers over the telephone.
- Patient and empathetic when dealing with customers who may be experiencing problems with essential mobility equipment.
- A good listener who can ask the right questions to understand a problem.
- Practical and confident in working through troubleshooting situations.
- Highly organised with excellent attention to detail.
- Proactive and able to take ownership of an issue and see it through to completion.
- Comfortable managing several customers, repairs and priorities at the same time.
- Calm and professional when dealing with urgent or challenging situations.
- A confident communicator who can liaise effectively with customers, suppliers, engineers and colleagues.
- Computer literate and comfortable using email and business systems.
- A reliable team player who is also capable of working independently.
- Two GCSEs (or equivalent) in Maths & English, at grades A*-C / 9-4
Experience
Previous experience in customer service, service administration, hire coordination, repairs, engineering administration or a similar role would be beneficial.
Experience within the mobility, healthcare equipment, medical equipment, rental/hire or servicing industry would be an advantage, but is not essential.
Knowledge of mobility equipment would be helpful, but full training will be provided for the right person. We are particularly interested in candidates who have a practical approach to problem-solving and genuinely enjoy providing excellent customer service.
Why join us?
This is an important role within our Service Department and an opportunity to make a genuine difference to our customers.
Our customers rely on their mobility equipment, so when something goes wrong, the way we respond matters. You will play a key role in making sure customers feel supported and that problems are resolved as quickly and efficiently as possible.
If you are organised, practical, calm under pressure and enjoy helping people, we would love to hear from you.
Benefits of working at Mobility Hire will include, but will not be limited to:
- Access to an employee assistance programme with one of the UK’s largest independent and award-winning providers
- Competitive rates of pay
- Company Pension
- 28 days holiday allowance per year. From year 3 an additional days’ holiday for your birthday
- Staff loyalty bonus starting from year 2 of up to £2000 per annum in year 10
- Onsite parking
- Working in a friendly and busy department as an essential member of the team
The role is full time & working hours are Monday – Friday, 8am -5pm, no part time hours available. Pay is £27,970 per annum rising to £29,950 depending on performance after 6 months. Plenty of opportunity for advancement and job progression within the company for the right candidate.
Pay: £27,970.00-£29,950.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
