Senior Warranty Co-ordinator Customer Service · Nobia Head Office, Darlington

Overview

We’re looking for a proactive and people-focused Senior Warranty Co-ordinator to lead our high-performing Warranty team and help us deliver exceptional service to our customers. If you’re passionate about continuous improvement, thrive in a fast-paced environment, and love empowering others to succeed-this could be the perfect next step in your career.

What’s in it for you?

• Salary of £27,180.45 per year
• Hybrid working options (3 days based in Darlington office, 2 at home)
• Generous discounts: Up to 80% off our beautiful kitchen furniture and products
• Flexible holidays: Buy up to five extra days with our holiday purchase scheme
• Health and wellbeing support: Access our virtual GP service and employee assistance platform 24/7
• Lifestyle perks: Cycle to work scheme and discounts with over 200 top brands through our benefits app
• Refer a friend scheme
• Subsidised canteen

What you’ll be doing

You’ll be at the heart of our Warranty Department, leading with care and clarity to ensure our team continues to deliver outstanding service. Your role will involve:

• Managing and mentoring the Warranty Co-ordinators, supporting their development through regular one-to-ones and team meetings
• Handling high-priority claims, including MD escalations, FHIO, and Section 75/Legal cases with confidence and professionalism
• Taking escalation calls and resolving issues swiftly to maintain service excellence
• Driving continuous improvement by reviewing and refining warranty processes
• Ensuring training materials, KPIs, and process documents are accurate and up to date
• Collaborating with other departments such as Quality and Product Management to resolve complex issues
• Supporting the Service Desk Manager with team management tasks including return-to-work interviews and PDRs
• Monitoring team performance and addressing any areas of concern to maintain high standards

Who we’re looking for

We’re looking for someone who’s confident, organised, and ready to lead by example.

You’ll thrive in this role if you have:

• A customer-first mindset and excellent communication skills
• Strong decision-making and analytical abilities, with a constructive approach to problem-solving
• A calm and empathetic manner when handling challenging situations
• Great telephone and written communication skills
• Solid organisational skills and a keen eye for detail
• Strong IT skills, including SAP knowledge
• Leadership experience with the ability to motivate and empower others
• Confidence in managing team dynamics and having honest, professional conversations

You’ll be successful in this role by living and breathing our core values – Care, Deliver, Inspire.

Caring – Supporting your team, building strong relationships, and helping others grow while developing yourself

Inspiring – Leading with purpose, communicating with impact, and driving our strategy forward

Delivering – Making sound decisions, using insight to take action, and always striving for better

Why choose Magnet?

At Magnet, part of the Nobia group, we’re proud of our 100-year heritage—and even more excited about what’s ahead.

As the UK’s leading kitchen specialist and part of Europe’s largest kitchen group, our success is built on the passion and creativity of our people. We’re on a journey of transformation, and we’re always open to fresh ideas. So even if you don’t meet every requirement, we’d still love to hear from you.

Ready to make a difference?

If you’re excited to lead a team that puts people and service first, and want to be part of something special, we’d love to hear from you.