Customer Care Expert – Service Desk
Ipswich
07:30 – 17:00 (Monday – Friday)
About the role
We are looking for a proactive and solution-focused Customer Care Expert to join our Service Desk team in Ipswich. In this fast-paced role, you will be a key point of contact for our existing customers, handling inbound breakdown calls and service-related enquiries with professionalism, urgency, and care.
You will play a vital role in ensuring customers receive clear, consistent communication and timely support during time-critical situations. Your ability to stay calm under pressure and deliver accurate, efficient solutions will help us maintain our commitment to outstanding service.
What you’ll be doing
- Handling incoming breakdown and service-related calls
- Maintaining a fast call response time (average 4 seconds)
- Logging breakdowns accurately with correct details and status
- Ensuring all jobs are assigned an ETA in line with SLA requirements
- Contacting customer sites where required to gather information or resolve issues
- Liaising with mobile fitter controllers and third parties to minimise delays
- Providing clear and accurate updates to customers throughout the process
- Escalating complex issues to management when required
- Delivering exceptional customer service across phone and email
- Supporting colleagues and assisting with additional tasks during busy periods
Key performance expectations
- Fast and accurate call handling for breakdowns
- 100% accuracy in job logging and status updates
- Adherence to SLA response times for ETAs
- Strong communication and customer satisfaction standards
About you
We’re looking for someone who is calm under pressure, highly organised, and passionate about delivering excellent service.
Essential skills and experience:
- Previous customer service experience
- Strong communication skills (verbal and written)
- Excellent organisational and multitasking ability
- Ability to work effectively in a fast-paced, high-pressure environment
- Confident, flexible, and a strong team player
- Good level of education, including GCSE English (Grade C/4 or above)
- Strong IT skills, including Microsoft Office and Excel
Desirable:
- Experience within the plant hire industry
Why join us?
- Up to 25 days holiday (plus bank holidays), with holiday purchase and carry-over options
- Additional day off if your birthday falls on a working day
- Company pension scheme (3% employer contribution)
- Enhanced maternity and paternity leave
- Death in Service benefit
- Medicash plan to support everyday healthcare costs and wellbeing
- High street discounts
- Cycle to Work scheme
- Supportive and collaborative team environment
Please note: We aim to respond to all applications, but if you haven’t heard back within 10 working days, please consider your application unsuccessful on this occasion.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Store discount
Work Location: In person
