At a Glance
- Tasks: Manage customer complaints and ensure timely resolutions while improving customer experience.
- Company: Join an award-winning manufacturing leader with a focus on staff development.
- Benefits: Enjoy competitive salary, generous leave, pension contributions, and mental health support.
- Other info: Dynamic role with opportunities for career growth and professional training.
- Why this job: Be the voice of the customer and drive meaningful improvements in service.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 27000 - 27000 £ per year.
£27,000
Monday to Friday 8.30am-5pm
Permanent
Bridgend
We are absolutely thrilled to be working alongside our Award-Winning client as we look to recruit an Aftersales Customer Coordinator to join their incredible and dedicated After Sales Technical Team. This role is perfect if you thrive in a customer-centric role, have a passion for delivering exceptional sales and customer service and are looking to continue your career working for a manufacturing market leader. Full product training will be given, our client is a huge advocate in the development of their staff and retention of home-grown talent. The exceptional training you will receive to excel in this role will provide you with a platform to continue developing up through this business.
Your Role
- Responsible for managing customer issues and complaints including the processing of credits and returns related to commercial, logistical and product-related matters.
- Providing fair, timely and well-evidenced outcomes for both the customer and the business.
- Coordinates investigations across multiple business functions.
- Supports the continuous improvement of customer experience and operational processes.
You Responsibilities
- Customer Complaint & Issue Resolution: Manage customer complaints, returns, credits, and after-sales issues from receipt through to resolution, ensuring fair, timely, and evidence-based outcomes for both customers and the business.
- Investigation & Root Cause Analysis: Conduct investigations into customer issues, service failures, and product concerns, identifying root causes and recommending corrective and preventative actions to reduce recurrence.
- Identify trends, recurring issues and potential risks from customer complaints, returns, credits and service performance, taking action to help prevent future occurrences.
- Customer Communication: Maintain clear, professional, and proactive communication with customers throughout and after the investigation and resolution process, managing expectations and protecting customer relationships, ensuring actions have been completed and expectations met.
- Credits, Returns & Claims Management: Coordinate and administer the end-to-end process for returns, credits, delivery disputes, and transport-related claims, ensuring compliance with company procedures and commercial controls.
- Cross-Functional Coordination: Work collaboratively with Commercial, Operations, Production, Technical, Quality, Transport, and external service providers to investigate issues and deliver effective resolutions.
- Reporting & Performance Analysis: Produce and maintain reports on after-sales activity, complaints, credits, returns, customer issues and trends, providing insights and prioritised recommendations that support operational and customer experience improvements.
- Continuous Improvement: Identify recurring issues, process weaknesses, and service improvement opportunities. Support and track the implementation and effectiveness of agreed corrective and preventative actions, process enhancements, and best practice across the business.
- Review aftersales data and customer feedback to identify improvement opportunities and provide recommendations to enhance products, processes and customer experience.
- Process Governance & Documentation: Develop, maintain, and promote adherence to standard operating procedures, ensuring after-sales activities are managed consistently, accurately, and in accordance with company policies.
- Risk Identification & Escalation: Recognise emerging customer, quality, commercial or operational risks and escalate concerns through the appropriate channels.
- Training & Operational Support: Provide guidance, training and subject matter expertise to colleagues on after-sales processes, customer issue management, and related business procedures.
- Customer Experience Advocacy: Act as the voice of the customer within the organisation, using customer feedback and issue trends to drive improvements that enhance customer satisfaction and reduce future service failures. Proactively represent emerging customer needs, recurring sources of dissatisfaction and opportunities to prevent avoidable customer effort.
Contractual Benefits
- Monday to Friday (Office Hours)
- 4% pension contribution subject to the employee meeting their thresholds (5%)
- 24 days annual leave plus 1 when 2 years' service is achieved
- Death in Services X2 salary
- Cycle to Work scheme
- EAP - mental health support
To Apply
Please click on the link to Apply - ensuring all your contact details and CV are thoroughly up to date. We look forward to receiving your application.
Kelly Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Aftersales Coordinator (Construction Manufacturing) in Lewistown employer: Search
Search is an exceptional employer that values innovation and growth, offering a dynamic work culture where employees can thrive in their careers. With hybrid working options in vibrant cities like Edinburgh and London, we provide our team with the flexibility to balance work and life while enjoying competitive salaries, comprehensive benefits, and opportunities for professional development in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Aftersales Coordinator (Construction Manufacturing) in Lewistown
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Search. 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 Search 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 Aftersales Coordinator (Construction Manufacturing) in Lewistown
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 Search:Your cover letter is your chance to shine! Tell us why you want to work at Search 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 Search!
How to prepare for a job interview at Search
✨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.
