We are currently recruiting a Customer Service Coordinator to join our fleet team in Mallusk.
The Customer Service Coordinator acts as the key liaison between customers and the service department. The role involves communicating with customers regarding vehicle issues, repair progress, and expected timelines, while ensuring that customer concerns and requirements are clearly relayed to the service team.
The successful candidate will demonstrate excellent customer service skills, maintain clear and professional communication, and adopt a proactive, sales-focused approach to support both customer satisfaction and business objectives.
About The Role
Responsibilities:
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Provide excellent customer service through professional communication via phone, online bookings, and face-to-face interactions.
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Schedule and manage service appointments, including vehicle drop-offs and collections.
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Liaise between customers and technicians to ensure clear communication regarding vehicle issues, progress, and repair timelines.
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Keep customers informed throughout the repair process and ensure vehicles are ready within agreed timeframes.
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Build and maintain strong customer relationships to encourage repeat business.
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Promote and recommend relevant products, services, packages, and retail options where appropriate.
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Coordinate with technicians regarding parts ordering and communicate any delays to customers.
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Clearly explain completed work and associated costs to customers, ensuring transparency and satisfaction.
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Process payments and maintain accurate service records and documentation.
What We’re Looking For
- Previous two years experience in a customer facing, or administrative role.
- A customer service champion with excellent communication skills.
- Strong organisational abilities and attention to detail.
- A team player who thrives in a busy, fast-paced environment.
What We Offer
- Market-leading salary plus performance-related bonus
- 30 days annual leave
- Pension provision
- Life insurance cover
- Healthcare benefits: Kingsbridge Hospital Diamond Club membership, Healthshield cashback & perks, access to discounted private healthcare scheme
- Cycle to Work Scheme
- Long Service Awards
- Enhanced maternity & paternity leave
- Job security, work-life balance, and clear career progression opportunities
Additional Information
This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable tasks as directed by the line manager.
Donnelly Group reserves the right to expand the short-listing criteria to facilitate the recruitment process.
Equal Opportunities
Donnelly Group is proud to be an equal opportunities employer. We value diversity and inclusion across our workforce.
Required Criteria
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Full valid driving license required
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Excellent organisation and time management skills
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Teamworking
Desired Criteria
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Previous Experience in Vehicle Service Department
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Previous working experience with targets and selling
Skills Needed
Customer Service, Establishing Rapport With Clients, Time Management/Organisational skills, Upselling, Exceeding Customer Expectations, Working Under Pressure
About The Company
The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh.
Since then the Donnelly Group has become the largest family-owned automotive company in Northern Ireland.
We offer competitive salaries, industry-leading work-life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.
Company Culture
Our teams across all our branches get involved with fundraising for our nominated charity partner, through football tournaments, Donnelly Group bake-off events, dragon boat racing, abseiling, cycling events as well as having a ‘Foundation Day’; a paid day off, to get involved with community projects. We like to feel that we work hard and play hard.
Company Benefits
At Donnelly Group, we are committed to rewarding our team with a comprehensive benefits package designed to support your wellbeing, financial security, and professional growth. When you join our diverse and inclusive workforce, you will engage in meaningful work that directly drives our business goals, supported by a culture of continuous development. We prioritise your physical and mental health with a Health Cash Back Scheme, access to discounted Private Medical Cover, an Employee Assistance Programme featuring GP Anytime, and an exclusive Kingsbridge Diamond Membership Club. To help you balance work and life, we offer 30 days of holiday entitlement that increases with long service, enhanced maternity and paternity pay, life assurance, and pension provision. Plus, you can take advantage of everyday perks including retail discounts through BenefitHub, our Cycle to Work scheme, and keep updated via our dedicated Company App.
Cycle to work, Wellbeing Scheme, Service recognition increases to annual leave, Company employee App
Salary
Not disclosed
