Job Title: Customer Services – Aftercare Coordinator
Reports To: Contracts Manager
Location: Operations Office, Mollington
Employment Type: Full-time - Part-time job share would be considered
Key Responsibilities:
Customer Liaison & Communication
· Act as the primary point of contact for customers following installation completion, managing all aftercare and warranty-related communication.
· Provide timely, clear, and empathetic responses to customer queries, concerns, or complaints related to snags, defects, or remedial work.
· Communicate expected timeframes for remedial visits or repairs, keeping customers informed throughout the resolution process.
· Manage customer expectations professionally, ensuring transparency about next steps, responsibilities, and resolution timelines.
· Coordinate with customers to schedule remedial work or service visits at convenient times, accommodating special requirements or constraints.
· Direct complex issues or escalations to the appropriate manager, ensuring swift and satisfactory resolution.
Remedial Work & Service Coordination
· Collaborate with the Contracts Manager and Operations Manager to allocate remedial works effectively between installation teams and service engineers.
· Maintain oversight of outstanding remedial cases, tracking progress from initial report through to successful resolution.
· Take care to identify remedial works vs service works, which may have a cost associated.
· Ensure all remedial and warranty works are logged accurately in internal systems, including relevant details, photographs, and customer feedback.
· Liaise closely with operational teams to confirm availability, materials, and access arrangements for remedial jobs.
· Where additional parts or resources are required, it should be clear how these requirements originated, and the appropriate code should be logged in the purchase order.
· Follow up with customers post-remedial visit to confirm satisfaction and close out cases in the system. Collect and final balances owed on remedials works.
· Ensure that invoices are raised for all chargeable service/non-warranty work, and collected ahead of the works being carried out.
Internal Communication & Reporting
· Keep internal CRM and job management systems up to date with detailed notes on aftercare cases, customer communications, and work progress.
· Provide regular updates to the Contracts Manager and senior management on aftercare workload, resolution times, and customer satisfaction metrics.
· Identify trends or recurring issues in aftercare cases and communicate these to management to support continuous improvement initiatives.
· Assist in developing or refining standard operating procedures (SOPs) related to aftercare and warranty management.
Job Types: Full-time, Part-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company events
- On-site parking
Work Location: In person
