Job Overview
We are looking for a highly organised, computer-literate and customer-focused Service & Repairs Coordinator to join our office-based team.
This is a varied coordination role managing multi-channel customer enquiries across phone, email, CRM and supplier portals. You will be a key contact for customers, trade accounts, suppliers and service engineers, helping to ensure enquiries, bookings and follow-up actions are handled accurately and professionally.
The role will mainly involve taking customer calls, booking repairs, updating CRM records, processing payments, managing emails, liaising with suppliers and coordinating work for our service engineers. You will also support wider appliance-related enquiries, including showroom, spares and small appliance repair enquiries.
At peak times, the workload can be fast paced, so the right person will be calm, organised, logical and able to manage multiple tasks while following processes accurately.
Previous appliance, repair or spare parts experience is not essential, as full training will be provided. What matters most is that you are confident with systems, highly organised, methodical and able to take ownership of work from start to finish.
Duties
- Manage multi-channel customer enquiries across phone, email, CRM and supplier portals, including repair bookings, service requests, appliance support and general appliance-related queries.
- Book and manage repair jobs from initial enquiry through to completion.
- Log customer details, product information, fault descriptions, payment status and next actions accurately in the CRM system.
- Manage repair and service email inboxes, ensuring enquiries are actioned and followed up promptly.
- Take and process customer payments accurately.
- Liaise with suppliers regarding repairs, parts, warranty support, pricing, availability and updates.
- Use supplier portals to book repairs, upload information, check progress and manage repair administration.
- Coordinate repair visits and service work for our service engineers, ensuring they have accurate job information before attending appointments.
- Keep customers updated throughout the repair process.
- Monitor open repair cases, supplier responses and outstanding follow-up actions.
- Build strong working relationships with customers, trade accounts, suppliers, service engineers and internal teams.
Skills
The successful candidate must have:
- Strong computer literacy, with confidence using office systems, CRM platforms, booking systems, databases, email and Microsoft Excel. Excellent organisational, multitasking and prioritisation skills, with a structured and methodical approach to work.
- Strong attention to detail and accuracy when handling customer records, bookings, payments and follow-up actions.
- A logical, practical problem-solving mindset, with the ability to follow processes consistently.
- Confidence handling customer calls and emails in a professional, helpful and accurate manner.
- A proactive, self-sufficient and customer-focused approach, with the ability to build strong working relationships and stay calm during fast-paced periods.
- Previous appliance, repair or spare parts experience is not essential, as full training will be provided.
Pay: £24,862.50 per year
Application question(s):
- Are you able to work office-based, Monday to Friday, 9:00am–5:00pm?
Experience:
- Computer literacy: 1 year (required)
- Customer service:: 1 year (required)
- Phone-based customer support: 1 year (preferred)
- CRM/database experience:: 1 year (preferred)
- Organisation and multitasking: 1 year (required)
Work Location: In person
