Job Title: Customer Service & Repairs Coordinator
Location: Newcastle-under-Lyme, ST5 7RG (Landmark Business Centre)
Salary: £26,500 - £30,000 salary per annum
Job Type: Full-time, Permanent
About OpenFix:
At OpenFix, we are a fast-growing, independent business. We protect what matters most by providing high-quality home repair service plans that keep our customers' heating, plumbing, and home systems running smoothly.
We have an established customer base and are looking for sharp, organised people to manage repairs and deliver professional customer service. We believe in open communication, quick problem-solving, and building a motivated team of people who take pride in their work and appreciate a supportive, fast-paced environment.
Is This the Right Fit For You?
Before you apply, we want to be completely transparent about the environment. We value consistency and clear standards, so this role is perfect for you if:
- You thrive in an office environment: We are a fully office-based team. We value real-time collaboration, face-to-face support, and the energy of working together daily.
- You value consistency: You understand that sticking to established processes ensures we treat every customer fairly. You can hold your ground and have professional conversations because you know that staying in line with our terms and conditions protects our entire community.
- You are a natural problem solver: If an engineer isn't immediately available, you won't just wait for the system to update. You’ll be proactive picking up the phone to source, negotiate with, and secure new contractors to cover the emergency.
- You are comfortable with our rota: You are happy working a rotating shift pattern (operating hours 8:00 AM to 6:00 PM, 40 hours per week) and committing to one mandatory Saturday shift per calendar month. Because our customers need us year-round, we also cover standard Bank Holidays on a rota—if you work a Bank Holiday, that day remains in your holiday pot to book off at another time instead.
Salary & Holiday:
- Competitive Salary: An annual salary of £26,500 to £30,000 per annum (dependent on experience).
- Holiday Entitlement: 28 days total annual holiday entitlement.
- Location: We are fully office-based at the Landmark Business Centre in Newcastle-under-Lyme, Stoke-on-Trent.
- Plus: Workplace pension scheme and comprehensive training to get you up to speed.
The Role: What You’ll Actually Be Doing
This is a fast-paced role where you act as the crucial link between our service plan holders and our network of engineers.
- Own the Lifecycle of Repairs: You aren't just logging calls. You are managing the entire process—from the initial customer request, to evaluating agreement terms, sourcing an engineer, and confirming the job is completed.
- Evaluate & Deliver Decisions: Review inbound repair requests against our service agreements. You'll make clear decisions based on the customer's terms and deliver those decisions over the phone with empathy, clarity, and professionalism.
- Command & Control the Job: When a job is accepted, you’ll dispatch it to our engineer network. If no one is available locally, you will take the initiative to source, call, and onboard new qualified engineers so no customer is left stranded.
- Manage to Completion: Track the job all the way through, holding firm, professional conversations with engineers to ensure they turn up, do the job right, and charge fairly.
- Support Business Growth: As part of a close-knit team, you will assist with new customer sign-ups, negotiate cancellation requests, and improve overall customer retention, using your relationship-building skills to keep our community's protection active.
- Master the Details: Ensure data protection (GDPR) and company confidentiality processes are strictly followed at all times.
The Perfect Candidate Ticks These Boxes:
We care about character, focus, and attitude. You’re perfect for this if:
- You're a People Person: You naturally connect with people, build rapport instantly, and genuinely love talking on the phone.
- You Care About the Details: You take pride in accuracy, you notice the little things, and you can strictly follow core operational processes.
- You’re Tech-Fluent: We use modern CRM platforms, billing software, and custom internal tech. To pass our training and thrive here, you need to be someone who picks up new software easily and can navigate between multiple web apps quickly and accurately under pressure.
- You're Committed to Growth: You want a stable, rewarding role where you can become a true expert in what you do, challenge yourself daily, and grow your skills alongside an expanding business.
HOW TO APPLY (PLEASE READ CAREFULLY)
We take great care in building our team and select candidates based on alignment with our values, character, and problem-solving skills. Our process follows a deliberate path:
1. Stage 1: Initial Interest
Hit the Apply button on Indeed to submit your CV.
2. Stage 2: The OpenFix Candidate Assessment
You will receive an invitation containing a unique link to our official candidate questionnaire. This is an essential step designed to let you showcase your practical logic, software fluency, and communication style.
3. Stage 3: Performance Scoring and Analysis
Completed assessments are processed through our evaluation system, where answers are scored against our core benchmarks for quality, detail, and problem-solving.
4. Stage 4: On-Site Interview
Candidates whose responses meet our operational benchmarks will progress directly to a face-to-face interview at our offices to meet the team.
Please Note: We place a high value on thoroughness. Completing the assessment is the required gateway to be considered for a role, ensuring that we invest our time with candidates who are genuinely invested in joining OpenFix.
Job Types: Full-time, Permanent
Pay: £26,500.00-£30,000.00 per year
Benefits:
- Company pension
- On-site parking
Work authorisation:
- United Kingdom (required)
Work Location: In person
