We are looking for a proactive and customer-focused Customer Service & Aftersales Coordinator to join our growing Wellness Aftersales team, supporting our Hot Tub division and helping bolster support for our expanding sales network across the UK.
This is an exciting opportunity to become part of a close-knit and supportive aftersales department during a key period of business growth, operational development, and systems transformation.
This isn’t a standard customer service role.
We are currently in the process of implementing a new company-wide CRM platform (Zoho), which will eventually integrate every department across the business. We’re looking for someone who enjoys getting stuck into challenges, improving processes, and helping shape the future of how a department operates.
Initially, the role will focus on becoming fully immersed in our aftersales operation to quickly develop product knowledge, understand existing processes, and build strong working relationships across the team. You’ll act as the first point of contact for customer enquiries and aftersales support requests via phone and email, ensuring all cases are managed professionally and efficiently.
Working closely with experienced team members, you will be responsible for the coordination of technicians, managing customer cases, organising replacement parts, and helping deliver an excellent customer experience throughout the aftersales journey.
As the business progresses through the rollout of Zoho CRM, you will become an integral part of helping introduce and develop the system within the aftersales department. Your experience, feedback, and input will help shape future workflows, processes, and customer service standards.
For the right person, this is a genuine opportunity to grow beyond a traditional customer service role and become a key contributor within a developing operational environment, with strong long-term progression potential and commission opportunities available over time as the department and wider business continue to grow.
Key Responsibilities
- Handling incoming customer enquiries via phone and email
- Logging, managing, and updating customer tickets/cases
- Coordinating technicians’ diaries, workloads, and appointments
- Supporting our growing UK sales network with aftersales coordination and customer support
- Ordering and tracking replacement parts
- Supporting customers through the aftersales process
- Liaising with internal departments and service teams
- Maintaining accurate customer records within CRM systems
- Assisting with the implementation and development of Zoho CRM within aftersales
- Supporting improvements to customer service processes and workflows
About You
Essential:
- Previous experience within customer service, customer care, or service administration
- Experience using CRM systems
- Excellent organisational and communication skills
- Strong attention to detail
- Ability to manage multiple priorities effectively
- Flexible and adaptable approach to work
- Willingness and desire to learn and develop
- Professional and positive approach to customer interactions
- Comfortable working within a collaborative team environment
Desirable:
- Experience within aftersales or service coordination
- Experience with Zoho CRM / Zoho Desk
- Experience supporting CRM implementation or process improvements
- Interest or experience within the wellness, leisure, or hot tub industry
What We Offer
- Competitive salary of £33,000 – £35,000 DOE
- Progression and commission opportunities over time
- Supportive and friendly working environment
- Opportunity to help shape new systems and processes across the department
- Long-term career development opportunities
- Full product and systems training
- Stable Monday–Friday working hours
- Opportunity to grow with a developing department and business
Pay: £33,000.00-£35,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
