What will you be doing?
You will take ownership of the customer journey by:
- Being a trusted first point of contact for our customers.
- Coordinating engineer callouts and reactive works, balancing urgency, SLAs, skills, location and availability
- Managing HubSpot tickets so actions, ownership and next steps are always clear.
- Keeping customers updated rather than leaving them wondering what’s happening.
- Working closely with engineers and colleagues to keep jobs moving
- Proactively contacting customers ahead of renewals and at key points in their journey with us
- Spotting potential problems or dissatisfaction early and helping us put things right.
- Chasing actions, challenging delays and escalating when something needs attention.
Who are we looking for?
You might already work in customer service, service coordination, scheduling, facilities, engineering support or a busy contact environment.
More important than your exact job title is how you work.
You will be someone who is organised, confident on the phone and comfortable juggling competing priorities. You take ownership rather than waiting to be asked, communicate clearly and are not afraid to chase an answer when a customer is waiting.
Experience with HubSpot or Uptick would be useful, but the ability and enthusiasm to learn quickly is just as important.
Could this be your next move?
If you are looking for a customer service role where you can take real ownership, build relationships and have a genuine impact on the customer experience, we’d love to hear from you.
