Customer Care & Servicing Coordinator (FTC)
Department: Customer Care & Servicing
Reports To: Customer Care & Servicing Manager
Business Unit: MEP
Job Purpose
Working within our Ramsgate Customer Care team, you will coordinate engineer appointments, allocate workloads and keep customers updated throughout. You’ll balance client priorities, engineer availability and materials to make sure we hit our SLAs and deliver a smooth, professional experience.
Scheduling & Dispatch
- Arrange appointments with clients/tenants and confirm access details.
- Allocate jobs to Engineers, balancing skills, location, SLAs and productivity.
- Ensure Engineers have sufficient, well-planned workloads each day.
Customer & Client Updates
- Proactively update customers/clients following visits, including outcomes, next steps and new appointments where required.
- Maintain a professional, calm and solutions-focused telephone manner always.
- Raise/track material orders required for works and coordinate with Stores/Suppliers.
- Prepare reports following callouts and chargeable works; assist with approvals/invoicing packs as needed.
- Keep CRM/job management systems fully up to date (notes, statuses, documents, photos).
Relationship Management & Upsell
- Build strong relationships with clients and tenants; handle complaints/escalations constructively.
- Offer additional servicing options where appropriate when booking appointments.
Compliance & Continuous Improvement
- Work to company procedures, SLAs and KPIs; protect data in line with GDPR.
- Identify scheduling bottlenecks and suggest improvements to processes/templates.
- Excellent organisational and administrative skills; strong attention to detail and accuracy.
- Clear written and verbal communication; confident, calm telephone manner.
- Ability to prioritise and manage multiple tasks in a fast-paced environment.
- Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint); confident with databases/CRMs.
Qualifications & Experience
- Previous administration experience.
- Strong IT skills and confidence using databases/systems.
- Experience coordinating diaries, schedules, or logistics.
- Experience within construction, engineering, or technical industries.
- Knowledge of compliance, health & safety, or quality systems.
- Familiarity with project or resource management tools.
Performance Expectations
Provide consistent, reliable support to engineering and operational teams.
Maintain accurate and compliant records and systems.
Contribute to efficient project delivery by supporting coordination and communication.
Demonstrate professionalism and teamwork in all interactions.
Contact
Registered/Head office address
Watkins Plumbing Ltd
Watkins House
Leigh Road
Haine Business Park
Ramsgate Kent CT12 5EU
