Job Summary
Customer Service & Booking Coordinator – Plumbing & Heating
Company: Kyle Barr Plumbing & Heating
Location: Home-based, with occasional meetings and training in West Lothian
Salary: £26,000–£27,000 per year, depending on experience
Hours: Full-time, 37.5 hours per week
Schedule: Monday to Friday, 8:00am–4:30pm
Job type: Permanent
About the role
Kyle Barr Plumbing & Heating is looking for a friendly, organised and dependable Customer Service & Booking Coordinator to manage customer enquiries and support the day-to-day running of our plumbing and heating business.
You will normally be the first person our customers speak to. You’ll answer telephone calls and messages, gather accurate information, arrange appointments, manage the engineer’s diary and ensure customers are kept informed.
This is more than a call-answering position. You’ll take ownership of enquiries, help convert genuine enquiries into booked work and make sure outstanding quotations, service reminders and invoices are followed up.
The position is home-based, but applicants must be able to attend occasional meetings and training sessions in West Lothian.
Main responsibilities
- Answer incoming telephone calls, WhatsApp messages, emails and website enquiries
- Speak confidently and professionally with customers who may have no heating, water leaks or other urgent problems
- Collect accurate customer, property and job information
- Create and update customers and jobs within ServiceM8
- Book plumbing, boiler and heating appointments
- Organise the diary efficiently by location, urgency and job type
- Explain call-out charges and appointment arrangements clearly
- Keep customers informed about appointments, delays and changes
- Follow up new enquiries and outstanding quotations
- Help convert boiler and heating enquiries into booked surveys or appointments
- Arrange annual boiler services and contact customers when servicing is due
- Follow up outstanding invoices politely and professionally
- Request customer reviews after completed work
- Maintain accurate and confidential customer records
- Complete general customer-service and office administration tasks
- Provide the company director with updates on bookings, quotations and unresolved enquiries
This is not a cold-calling role. However, you must be comfortable discussing our services, following up genuine enquiries and confidently asking customers whether they would like to book.
About you
We’re looking for someone who:
- Has previous customer-service, reception, administration, scheduling or office experience
- Has a confident, friendly and professional telephone manner
- Remains calm when dealing with stressed or unhappy customers
- Is highly organised and pays close attention to detail
- Can manage several enquiries and priorities at the same time
- Takes ownership of tasks and follows them through to completion
- Is comfortable working independently without constant supervision
- Is confident using email, online calendars and customer-management software
- Can learn new software through online training and written procedures
- Has strong written English and can produce clear, professional customer messages
- Has a reliable internet connection and a quiet, private place to work
- Can occasionally attend meetings or training in West Lothian
Experience with ServiceM8
Previous ServiceM8 experience would be beneficial but is not essential. Full training will be provided.
Experience with another CRM, booking, diary, field-service or job-management system would also be useful.
Experience within plumbing, heating, construction, property maintenance, garages, estate agencies, medical reception or another appointment-based business would be advantageous.
What we provide
- Salary of £26,000–£27,000 depending on experience
- Company laptop
- Company iPhone
- Telephone headset and other necessary equipment
- ServiceM8 and company systems training
- Company email address and individual system accounts
- Workplace pension
- Statutory annual leave
- Daytime weekday working with no evening or on-call requirement
- Opportunity to develop into a senior office or operations role as the company grows
- Supportive probationary and training period
How to apply
Please submit your CV along with a short explanation of:
- Your relevant customer-service or administration experience
- The booking, diary or CRM systems you have previously used
- Why you believe you would be suitable for this role
- Your availability to start
Shortlisted applicants will initially be invited to a brief telephone conversation, followed by an interview and practical customer-service exercise.
Employment will be subject to satisfactory references and proof of the right to work in the UK.
Pay: £26,000.00-£27,000.00 per year
Work Location: Hybrid remote in Bathgate (West Lothian)
