Customer Support Co-ordinator in Wigan

Due to internal progression, Ainscough Crane Hire are looking for a Customer Support Co-Ordinator to join our team in Standish. As a Customer Support Co-Ordinator, you will support the wider business by building strong relationships with both internal and external customers. Working as part of the Customer Support Centre, you will act as the first point of contact for all customer enquiries, offering solutions and delivering an exceptional customer experience. You will provide customers with a clear, informative and efficient service, ensuring timely follow-up on enquiries, progressing them through to conclusion and identifying opportunities to provide additional services.

The role involves scheduling site visits, ensuring all administration is completed accurately, and working to agreed KPIs, SLAs and sales targets while maintaining high service standards.

Benefits for a Customer Support Co-Ordinator:

• Bi-Annual retention bonus
• 24 days annual leave plus an additional day at 2 years’ service
• 5 years’ service, 10 years' and 20 years' service
• Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
• Group life assurance 3 x basic salary
• Pension 4% employer 5% employees
• Online access to payslips, book and view holidays and personal info
• Access to the Ainscough Advantage (People Value) benefits platform
• Staff forums run 3 times a year – have your voice heard

Key Accountabilities / Responsibilities:

• Pre-Order: Act as the first point of contact for inbound sales enquiries, ensuring revenue is maximised through both reactive and proactive sales activity, including quote requests, orders, information requests and site visit enquiries. Track, manage and follow up on sales opportunities and quotations, upselling and cross-selling where appropriate, and converting quotes into confirmed orders. Capture every lead and opportunity from inbound enquiries and outbound follow-up calls within the CRM system, ensuring customer information is accurate and kept up to date. Monitor and manage enquiries in line with agreed KPIs and SLAs, ensuring timely responses and effective resolution. Ensure all lead qualification information is complete and reviewed so enquiries are handled efficiently and effectively. Arrange site visits for Contract Lift Managers or Area Sales Managers and ensure technical enquiries are resolved in a timely and proactive manner. Provide indicative pricing, escalating for pricing support where required, and generate and issue quotations to customers within defined KPI timescales.
• Post-Order: Check purchase orders against quotations, convert quotations to hire agreements, obtain electronic signatures and process payments where required. Review the completeness of all order documentation, obtain any outstanding information and ensure the Contract Lift Manager completes full RAMS prior to handover to the depot network.

Person Specification:

• Strong sales and customer service experience within an operational environment (essential)
• Experience working to KPIs, SLAs and sales targets (essential)
• Previous experience of using CRM systems and telephony platforms (desirable)
• Previous experience within a contact centre environment (desirable)
• Construction sector experience (desirable)
• Understanding of the full end-to-end sales cycle (essential)

Skills / Abilities:

• Ability to identify and close sales opportunities using strong negotiating and influencing skills (essential)
• Willingness and ability to learn, understand and communicate technical detail relating to Crane Hire and Contract Lift solutions (essential)
• Excellent communication skills, both written and verbal (essential)
• IT literate, with confidence using email, CRM and telephony systems (essential)
• Strong organisational skills with the ability to plan, prioritise and manage time effectively (essential)

Ainscough Crane Hire are the UK’s leading crane company. Based across 30 locations, our dedicated team of experts are passionate about delivering projects on time, to budget and, most importantly, to the highest possible standard of safety. Our industry-recognised Make the Safe Choice ethos underpins everything we do, from crane hire and contract lifts to specialist customer projects. Our reputation as a market leader is built not only on our expansive fleet and national network, but also on a workplace culture that enables our people to perform with pride and passion. Ainscough Crane Hire is an Equal Opportunities Employer. We value diversity and are committed to a fair, inclusive recruitment process. We welcome applicants from all backgrounds and will consider all candidates based solely on merit and business need. If you require reasonable adjustments during the recruitment process, please let us know.