At a Glance
- Tasks: Coordinate heating and plumbing service requests, diagnose issues, and manage engineer appointments.
- Company: Join a dynamic team in a busy domestic engineering operation.
- Benefits: Competitive salary, supportive team environment, and opportunities for growth.
- Other info: Join an established team and thrive in a fast-paced, rewarding role.
- Why this job: Be the vital link between customers and engineers, making a real difference every day.
- Qualifications: Experience in customer service or technical support within the heating and plumbing industry.
The predicted salary is between 30600 - 37400 £ per year.
Know enough about boilers, heating and plumbing to work out what's actually wrong when a customer calls?
We need an experienced Service Controller to join an existing office-based team supporting a busy domestic engineering operation.
This isn't a standard customer service role.
You'll be the bridge between the customer and the engineer: understanding the problem, asking the right questions, providing straightforward first-line solutions where appropriate and deciding when an engineer needs to take over.
Think technical customer service meets second-line support meets engineer coordination .
You'll also help keep the operation moving, coordinating engineer diaries, arranging appointments and managing the quotation process.
You won't be expected to technically price or produce quotations from scratch, but you will make sure the right information gets to the right people and that quotes reach customers.
Day to day, you'll be
Handling incoming plumbing, heating and related service enquiries Diagnosing straightforward issues over the phone Talking customers through basic fixes where appropriate Identifying when an engineer visit is required Booking and coordinating engineer appointments Planning engineer diaries effectively Liaising between customers, engineers and the wider team Coordinating quotations and following them through Keeping customers updated and making sure nothing disappears into an inbox
What we're looking for
The key thing here is relevant industry knowledge .
You'll ideally have worked in a customer service, service desk, technical support, scheduling or service controller role within heating, boilers, plumbing, air conditioning or a closely related engineering environment .
You don't need to be an engineer yourself, but you do need enough technical understanding to recognise common problems, ask sensible questions and communicate effectively with both customers and engineers.
We're adding to an established team, so you'll have people around you who understand the operation.
What we need is someone who can bring together technical understanding, customer service and organisation and keep a busy day running smoothly.
If you've worked behind the scenes keeping domestic engineers moving and customers informed, we'd like to hear from you Coburg Banks Limited is acting as an Employment Agency in relation to this vacancy.
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Heating & Plumbing Service Coordinator in Swanley employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Heating & Plumbing Service Coordinator in Swanley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Heating & Plumbing Service Coordinator in Swanley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
