End-to-End Case Coordinator
We are looking for a friendly, organised and customer-focused End-to-End Case Coordinator to join our team.
This is a hands-on role where you will take ownership of customer cases from the initial report through to successful completion. You will be responsible for coordinating repairs and replacements of domestic appliances (white goods), acting as the key point of contact between our customers, engineers and suppliers.
You’ll need to be organised, proactive and confident dealing with people, while ensuring every case is managed efficiently and professionally.
The Role
Your day-to-day responsibilities will include:
- Receiving repair requests from customers and accurately logging all relevant information.
- Contacting customers to arrange suitable repair appointments.
- Booking jobs with engineers and effectively managing their diaries.
- Reviewing reported appliance faults and gathering the information required before an engineer attends.
- Ordering appliance parts and monitoring deliveries to ensure jobs progress without unnecessary delays.
- Ordering replacement appliances where a repair is not practical or economical.
- Keeping customers and engineers regularly updated throughout the repair process.
- Following up on outstanding jobs and taking action to ensure repairs are completed promptly.
- Providing a consistently high standard of customer service.
- Maintaining accurate records of jobs, parts, appointments and customer communications.
- Identifying and helping to resolve issues that arise throughout the process.
- Ensuring every customer receives a reliable, professional and well-managed service.
- Taking ownership of each case and seeing it through from start to finish.
About You
The ideal candidate will:
- Be highly organised and comfortable managing multiple cases at the same time.
- Have excellent telephone and written communication skills.
- Be confident communicating with customers, engineers and suppliers.
- Have a basic understanding of domestic appliances and appliance repairs.
- Be comfortable learning about common appliance faults, parts and terminology.
- Have strong computer and administration skills.
- Be confident building and maintaining positive customer relationships.
- Be able to prioritise workloads and work effectively in a busy environment.
- Have a positive, proactive and problem-solving attitude.
- Take genuine pride in delivering excellent customer service.
- Be able to take responsibility for a case and see it through to completion.
Previous experience in property maintenance, appliance repairs, maintenance coordination, account management, customer service or a similar service-based role would be beneficial.
More Than Just Job Booking
This isn't simply an administration or job-booking position.
We are looking for someone who will take ownership of our customers' cases from start to finish. You'll be responsible for keeping everything moving, communicating with everyone involved, resolving problems when they arise and making sure the customer always knows what is happening.
Working Hours & Office Environment
- Monday to Friday, 9:00am – 6:00pm
- No work on public holidays
- In-person office-based role
- Casual dress code
If you’re looking for a role where you can make a real difference to the customer experience, take ownership of your work and become an important part of a busy and supportive team, we’d love to hear from you.
Pay: From £28,420.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
Ability to commute/relocate:
- Brighton BN1 1EB: reliably commute or plan to relocate before starting work (required)
Experience:
- Account management: 1 year (preferred)
- Customer relationship management: 1 year (preferred)
- Customer service: 2 years (required)
Work Location: In person
