Why Join Urban Ice Tribe?
Urban Ice Tribe is one of the UK's leading suppliers of commercial and residential ice baths, chillers, filtration systems and wellness equipment.
We work with gyms, spas, wellness operators, professional sports teams and private clients across the UK and Europe.
As our business continues to grow, we are looking for a highly organised and proactive Customer Success & Sales Support Coordinator to become a key member of our team.
This role is ideal for someone who enjoys helping customers, solving problems, supporting sales activity and improving business processes.
The Role
You will act as a central point of contact between customers, sales, logistics, suppliers and engineers, ensuring enquiries and projects progress smoothly from initial enquiry through to successful completion.
The role combines customer service, quotation support, project coordination and administrative support within a fast-growing business.
Key Responsibilities
Customer Success
Manage customer enquiries via email and telephone.
Provide exceptional pre-sales and after-sales support.
Resolve customer issues wherever possible.
Ensure customers receive timely updates and clear communication.
Maintain excellent customer relationships.
Sales Support
Prepare and issue quotations.
Follow up customer enquiries and quotation requests.
Support the sales team with administration and customer communications.
Assist with order processing and documentation.
Maintain accurate CRM and customer records.
Technical Support Coordination
Log and manage support cases.
Gather information required by engineers and technical specialists.
Issue troubleshooting guides and customer documentation.
Coordinate service visits and support activities.
Monitor cases through to resolution.
Project & Administrative Support
Coordinate deliveries and installations.
Liaise with suppliers, couriers and subcontractors.
Support office administration and business operations.
Provide holiday cover for key administrative functions.
Continuous Improvement
Help document customer enquiries and solutions.
Contribute to internal knowledge bases and SOPs.
Identify opportunities to improve customer experience and efficiency.
Support the implementation of AI-assisted customer support tools.
About You
Essential
Excellent written and verbal communication skills.
Strong organisational and time management skills.
High attention to detail.
Ability to manage multiple priorities simultaneously.
Confident using business software and cloud-based systems.
Professional, proactive and positive attitude.
Strong problem-solving skills.
Desirable
Experience in customer success, customer service, sales support or project coordination.
Experience preparing quotations and processing orders.
Experience using CRM systems.
Experience within engineering, construction, HVAC, pools, wellness, manufacturing or technical products.
Interest in technology, automation and AI.
Salary & Benefits
£32,000 - £39,000 depending on experience.
Opportunity for progression as the business grows.
Training and development opportunities.
Friendly and supportive team environment.
Opportunity to play a key role within a growing and innovative company.
The Person We're Looking For
We're looking for somebody who doesn't simply answer questions—they take ownership, solve problems and help improve the way the business operates.
You'll enjoy working with customers, learning technical products and finding ways to make things run more smoothly for both customers and colleagues.
Pay: £32,000.00-£39,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Ability to commute/relocate:
- Wigan, Greater Manchester: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Please give an example of a time you improved a process, reduced workload, or solved a recurring problem in a previous role.
Experience:
- Customer service: 5 years (required)
Language:
- Fluent English (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
