Inbound Customer Service & Booking Coordinator
Location: Loughborough, LE11 3BJ (Office Based)
Working Hours: Full-Time, Monday to Friday, 9:00 AM – 5:00 PM
Salary: £30,000 per annum
About Us
JS Removals is a fast-growing, specialist hazard removal and property clearance company based in Loughborough. We pride ourselves on providing high-quality, fully compliant, and stress-free services to residential and commercial clients across the region.
Because our core services involve distress purchases—such as asbestos garage roof removals, pipe insulation, or house clearances—our customers need a calm, reassuring, and articulate voice on the other end of the line.
The Role
We are seeking an organised, friendly, and well-spoken Inbound Customer Service & Booking Coordinator to take full ownership of our front-line telephone communications and customer administration.
This is not a cold-calling or high-pressure outbound sales role. Every call you handle is an inbound enquiry from a customer actively seeking our help. Your primary objective is to deliver outstanding customer service over the phone, provide accurate quotes using our established price guides, collect deposit payments, and log jobs into our booking system.
Key Responsibilities
1. Telephone Call Handling & Customer Support (Primary Priority – ~60%)
- Act as the primary, warm, and professional first point of contact for all incoming customer phone calls.
- Handle customer enquiries regarding asbestos removal and house clearances with patience, empathy, and clarity.
- Pre-qualify customer requirements using our structured intake guidance and standard pricing matrices.
- Provide clear verbal and written quotations over the phone and via email.
- Process customer commitment deposits securely online and book job dates into our master operational schedule.
2. CRM & Administrative Coordination (Secondary Priority – ~30%)
- Maintain 100% data accuracy across our CRM system (HubSpot) for every lead, quote, and booked job.
- Issue customer booking confirmations, VAT receipts, and job documentation.
- Coordinate with our field removal crews to ensure daily work schedules, job notes, and customer access details are communicated clearly.
- Issue completion paperwork (such as Asbestos Disposal Certificates for asbestos jobs) to customers upon job completion.
3. Digital Communications & Follow-ups (~10%)
- Monitor and respond to incoming email and WhatsApp quote requests.
- Conduct courteous follow-up communications on open quotes to answer additional customer questions and assist with bookings.
- General office administration duties to maintain smooth daily operations in our Loughborough office.
Requirements & Qualifications
- Exceptional Telephone Manner: A polite, confident, and professional phone voice with active listening skills.
- Empathy & Composure: Ability to stay calm, reassuring, and helpful when handling calls from customers who may be facing stressful situations.
- Strong Administrative Skills: Highly organised with great attention to detail when recording names, addresses, and job requirements.
- Tech Literacy: Comfortable working with CRM platforms (HubSpot experience is an advantage, but full training will be provided), web browsers, and email software.
- Reliability: Dependable, punctual, and looking for a long-term position within a growing local business.
What We Offer
- £30,000 per annum starting salary.
- Fixed, structured working hours: Monday to Friday, 9:00 AM – 5:00 PM (no weekend or evening shifts).
- 28 days paid holiday (including public holidays).
- A supportive, friendly working environment in our Loughborough office.
Pay: £30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Work Location: In person
