About Us
Platinum Eco Services Ltd delivers specialist energy efficiency and refurbishment works, with a strong focus on Park Homes and funded projects.
Alongside funded works, we deliver kitchens, bathrooms, windows, doors and full refurbishment packages. We are a fast growing business with a strong pipeline and a focus on delivering high quality customer experience.
Role Overview
This role is the first point of contact for customers and plays a key part in keeping the business organised and responsive.
You will manage day to day admin, handle incoming enquiries, and ensure all customer queries are dealt with quickly and professionally. A core part of the role is making sure no enquiry is missed and that customers receive a prompt response or call back.
The role also plays an important part in customer aftercare and communication throughout the customer journey, particularly for Able to Pay (ATP) customers and snagging works. Maintaining regular communication, managing expectations and ensuring customers feel informed and supported is essential to protecting the company’s reputation and customer experience.
Key Responsibilities
1. Customer Enquiries & First Contact
- Act as the first point of contact for all incoming enquiries
- Handle telephone calls, emails and online enquiries in a professional manner
- Ensure all customers receive a prompt response or same day call back
- Log and track enquiries to ensure nothing is missed
- Direct enquiries to the relevant team member where required
2. Customer Communication
- Provide clear, friendly and professional communication to customers at all times
- Keep customers regularly updated throughout their journey, particularly ATP and snagging customers
- Carry out weekly customer check ins via phone call or text where required to ensure customers are kept informed of progress, delays, next steps and expected timeframes
- Manage customer expectations and maintain a high level of customer service
- Escalate urgent or complex issues to the relevant team promptly
- Follow up outstanding actions internally to ensure customer enquiries and snags continue progressing
- Track ATP customers from survey stage through to completed works, ensuring progress is being maintained throughout the process
- Liaise with surveyors, pre project and post project teams to ensure quotes, updates and next steps are completed in a timely manner
- Help ensure no customer is left without communication or progress updates
3. General Administration
- Support day to day admin tasks across the business
- Maintain accurate records of enquiries and communications
- Update internal systems and CRM with relevant information
- Assist with document preparation, filing and organisation
4. Team Support
- Support Project Coordinators and internal teams with admin tasks
- Help keep workflows organised and running smoothly
- Assist with scheduling, job updates and internal coordination where required
- Support internal teams by monitoring outstanding customer actions and chasing updates where needed
Skills & Experience Essential
- Previous experience in a customer service or admin role
- Strong communication skills both written and verbal
- Highly organised with strong attention to detail
- Confident handling telephone enquiries
- Able to prioritise tasks and manage a busy workload
Desirable
- Experience using CRM systems
- Experience in construction, property or similar industries
Personal Attributes
- Friendly, approachable and professional
- Proactive and responsive
- Strong sense of ownership and accountability
- Able to work in a fast paced environment
- Team player with a positive attitude
- Customer focused with strong problem solving skills
Staff Retention & Engagement Plan:
1. Compensation & Recognition
Annual Pay Review
- Scheduled each year in Q2
- Based on individual performance, company performance, inflation, and market rates
Tiered Bonus Structure
- Our bonus system is based on company-wide performance and overall profitability:
- Tiered targets: The more we achieve together, the higher the bonus potential
- % of salary bonus: Rewards are calculated fairly based on your salary
- Bonus Hat: A fun end-of-month prize draw for all staff if we hit our first target, with rewards like vouchers, days off, and more
2. Growth & Development
Annual Appraisals
- Formal review to assess progress, set goals, and identify support needs
- Focus on career development and training aspirations
Quarterly Check-ins
- Less formal, open conversation to maintain alignment and morale
Training & Upskilling
- Budget set aside for individual/team development
- We encourage external courses, CPD, and shadowing (objectives will be set to compliment this)
3. Wellbeing Initiatives
2 Staff events a year
- One summer activity, Spa day, Go Karting, Paintballing etc
- Christmas Do!
Flexible Working Options
- Choice of 8am or 9am start times, flexible each week
- WFH Options
4 Wellbeing HALF DAYS (in addition to annual leave) - After 2 years continuous service
- These half days are designed to support your work-life balance and personal wellbeing, without dipping into your holiday allowance. They’re intended for things like:
- Christmas shopping or time for personal errands
- Life admin or appointments
- Taking a breather when you’re feeling overwhelmed or need a reset
- They’re not to be used to extend holidays or as part of planned annual leave, they’re for short, meaningful breaks to help you recharge when you need it most.
4. Communication, Inclusion and Culture
Daily Team Meetings
- Transparent updates on performance, goals, and changes
Quarterly “You Said, We Did” Feedback Loop
- We want to ensure our staff’s voices are heard and valued
Inclusion & Belonging
- Celebrating birthdays, team lunches at pubs, office picnics
- Sharing Values and Principles
Recognition & Appreciation
- We love celebrating the wins — big or small.
- Platinum Peeps shout-outs in the group chat to recognise great work
- Team recognition in meetings and personal thank-yous
- Free Lunch Fridays to show our appreciation
- Surprise breakfast treats as a little thank-you for going the extra mile
Please note: All benefits and incentives outlined in this plan are offered at the discretion of the business and may be amended, paused, or withdrawn at any time. Eligibility begins after a successful 6-month probation period and is subject to ongoing performance and company circumstances.
Apply Now!
Pay: £25,000.00-£27,000.00 per year
Work Location: In person
