At a Glance
- Tasks: Manage customer enquiries and coordinate service and maintenance jobs efficiently.
- Company: Join a growing team in the renewable energy sector.
- Benefits: Competitive salary, full-time hours, and career development opportunities.
- Other info: Dynamic role with exposure to innovative solar and battery technologies.
- Why this job: Be the key link between customers and engineers, making a real impact.
- Qualifications: Strong customer service skills and experience in administration or coordination.
Pearson Whiffin Recruitment are currently recruiting for a Service & Maintenance Advisor to join a busy and growing service and maintenance team based in Kent. This is a great opportunity for someone with strong customer service, administration or service coordination experience who enjoys managing multiple jobs, liaising with customers and engineers, and seeing tasks through from initial enquiry to final resolution.
You’ll act as a key link between customers, engineers, manufacturers and internal teams, ensuring service and maintenance enquiries are logged accurately, scheduled efficiently and proactively progressed through to completion. Experience within solar, renewable energy, electrical, construction or building services would be advantageous, although full technical knowledge is not essential.
The Role
Working as part of the Service & Maintenance team, you’ll be responsible for managing customer enquiries relating to servicing, maintenance, faults and remedial works. Responsibilities will include:
- Acting as the main point of contact for customers requiring service, maintenance, fault-finding or remedial works
- Responding to customer enquiries by telephone and email in a professional and timely manner
- Establishing the nature of customer faults or requirements and determining the appropriate next steps
- Providing customers with clear updates throughout the service process
- Managing customer expectations regarding appointments, investigations, repairs and timescales
- Arranging customer appointments and coordinating site access requirements
- Logging and managing service and maintenance jobs accurately within internal systems
- Reviewing previous installation and service records to understand individual customer systems and history
- Coordinating engineer attendance and ensuring engineers have all relevant information before attending site
- Monitoring outstanding jobs and proactively progressing actions through to completion
- Following up outstanding parts, information, customer responses and engineer actions
- Arranging return visits and remedial works where required
- Reviewing engineer reports and ensuring all follow-up actions are completed
- Ensuring jobs are fully progressed and closed rather than simply arranging the initial engineer visit
- Liaising with manufacturers regarding technical support, warranties and replacement parts
- Maintaining accurate customer, job and service records
- Uploading and maintaining photographs, engineer reports and relevant job documentation
- Preparing and issuing quotations for chargeable service, maintenance and remedial works
- Following up outstanding quotations and customer approvals
- Supporting the invoicing process for completed works
- Ensuring completed jobs are correctly closed down on internal systems
- Maintaining accurate records relating to warranty claims and manufacturer correspondence
What We’re Looking For
- Previous experience within customer service, service coordination, administration, scheduling or a similar role
- Excellent organisational and communication skills
- Confident communicating with customers by telephone and email
- Strong customer service skills with a professional and calm approach
- Ability to manage multiple jobs, customers and priorities simultaneously
- Strong attention to detail and accurate record keeping
- Proactive approach with the ability to take ownership of tasks
- Comfortable following jobs and actions through from initial enquiry to completion
- Ability to prioritise workload effectively within a busy environment
- Confident handling customer complaints or challenging conversations
- Good computer skills and confidence learning new systems
- Strong problem-solving skills and ability to use initiative
- Comfortable working closely with engineers, internal teams and external suppliers
Systems Experience
- Experience using the following would be highly advantageous:
- CRM systems
- Job management or service management systems
- Engineer scheduling systems
- Microsoft Office, including Excel and Outlook
- Customer databases
- Quotation and invoicing systems
Desirable Experience
- Previous experience within any of the following would be advantageous:
- Solar PV
- Battery storage systems
- Renewable energy
- Electrical services
- Construction
- Building services
- Engineering or technical service environments
- Coordinating engineers or field-based teams
- Manufacturer warranties and technical support
- Service, maintenance or aftersales departments
Technical knowledge of solar PV and battery storage systems would be beneficial, although this is predominantly a customer service and coordination position, with technical work completed by qualified engineers.
What’s On Offer
- Competitive salary depending on experience
- Full-time, permanent position
- Monday to Friday working hours
- Varied role combining customer service, coordination and administration
- Opportunity to join a growing and developing industry
- Exposure to the renewable energy and technical services sector
- Opportunity to develop knowledge of solar PV and battery systems
- Supportive and collaborative working environment
- Long-term career development opportunities
If you’re an organised, customer-focused individual who enjoys coordinating jobs, solving problems and making sure things get done, apply today!
Please note, due to the expected high volume of applicants, only suitable candidates will be contacted.
Service and Maintenance Advisor in Rochester employer: Pearson Whiffin Recruitment Ltd
Join a dynamic and innovative team as a Manufacturing Engineer in Medway, where you'll have the opportunity to lead impactful production engineering projects and drive continuous improvement initiatives. Our supportive work culture fosters collaboration and professional growth, offering you the chance to enhance your skills while contributing to cutting-edge manufacturing processes. With competitive salary packages and a commitment to employee development, we are dedicated to creating a rewarding environment for our engineers.
Contact Details:
Pearson Whiffin Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service and Maintenance Advisor in Rochester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pearson Whiffin Recruitment Ltd. 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 Pearson Whiffin Recruitment Ltd 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 Service and Maintenance Advisor in Rochester
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 Pearson Whiffin Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Pearson Whiffin Recruitment Ltd 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 Pearson Whiffin Recruitment Ltd!
How to prepare for a job interview at Pearson Whiffin Recruitment Ltd
✨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.
