About BeSure Group
BeSure Group is one of the UK’s leading heating and home services companies, supporting thousands of customers nationwide. We pride ourselves on delivering exceptional customer service, high-quality workmanship and a fast, reliable response. As we continue to grow, we’re looking for an organised, customer-focused individual to join our operations team.
The Role
As our Customer Service & Service Planning Coordinator, you’ll be responsible for managing incoming customer enquiries, coordinating engineer schedules, resolving customer issues and ensuring our nationwide service plan customers receive an outstanding experience.
This is a fast-paced role requiring excellent communication, organisation and problem-solving skills.
Key Responsibilities
* Answer incoming customer calls, emails and online enquiries.
* Schedule and coordinate engineer appointments across the UK.
* Manage emergency breakdowns and prioritise urgent jobs.
* Liaise with engineers throughout the day to ensure appointments run smoothly.
* Keep customers updated on appointment times and job progress.
* Handle customer complaints professionally, working towards a positive resolution.
* Monitor engineer attendance, job completion and service levels.
* Ensure all customer records are updated accurately within company systems.
* Work closely with the Service Manager and Operations Team to improve efficiency.
* Support the administration of BeSure’s nationwide service plan customers.
* Follow up outstanding jobs and ensure issues are resolved promptly.
* Help maintain excellent customer satisfaction and positive online reviews.
* Ensure company procedures and service standards are followed at all times.
Skills & Experience
* Previous customer service experience.
* Experience in scheduling or planning engineers is desirable.
* Excellent telephone manner.
* Strong organisational and time management skills.
* Ability to remain calm under pressure.
* Confident using computer systems and Microsoft Office.
* Excellent communication skills.
* Ability to prioritise multiple tasks in a busy environment.
* A positive attitude with a strong focus on customer satisfaction.
What We’re Looking For
We’re looking for someone who genuinely enjoys helping people, can think on their feet and takes pride in delivering excellent service. You’ll be proactive, organised and confident communicating with both customers and engineers.
What We Offer
* Competitive salary.
* Company pension.
* Full training and ongoing support.
* Career progression opportunities within a growing national business.
* Friendly and supportive working environment.
* Modern office facilities.
* Staff incentives and recognition programmes.
If you’re passionate about customer service, enjoy solving problems and thrive in a fast-paced environment, we’d love to hear from you.
Pay: £24,420.00-£30,000.00 per year
Work Location: In person
