Customer Service Coordinator - Jaguar Land Rover in Dungannon

At Donnelly Group, we are recruiting for a motivated and customer-focused Customer Service Coordinator to join our award-winning Jaguar Land Rover Retailer of the Year team at our Dungannon showroom. The Customer Service Coordinator acts as the key liaison between customers and the service department. The role involves communicating with customers regarding vehicle issues, repair progress, and expected timelines, while ensuring that customer concerns and requirements are clearly relayed to the service team. The successful candidate will demonstrate excellent customer service skills, maintain clear and professional communication, and adopt a proactive, sales-focused approach to support both customer satisfaction and business objectives.

Responsibilities:

• Provide excellent customer service through professional communication via phone, online bookings, and face-to-face interactions.
• Schedule and manage service appointments, including vehicle drop-offs and collections.
• Liaise between customers and technicians to ensure clear communication regarding vehicle issues, progress, and repair timelines.
• Keep customers informed throughout the repair process and ensure vehicles are ready within agreed timeframes.
• Build and maintain strong customer relationships to encourage repeat business.
• Promote and recommend relevant products, services, packages, and retail options where appropriate.
• Coordinate with technicians regarding parts ordering and communicate any delays to customers.
• Clearly explain completed work and associated costs to customers, ensuring transparency and satisfaction.
• Process payments and maintain accurate service records and documentation.

What We’re Looking For:

• Previous two years experience in a customer facing, or administrative role.
• A customer service champion with excellent communication skills.
• Strong organisational abilities and attention to detail.
• A team player who thrives in a busy, fast-paced environment.

Employee Benefits:

• 30 Days' Holiday — increasing with long service
• Health Cash Back Scheme
• Employee Assistance Programme — including GP Anytime
• Enhanced Maternity & Paternity Pay
• Pension Provision & Life Assurance
• Access to Discounted Private Medical Cover
• Retail Discounts through BenefitHub
• Cycle to Work Scheme
• Kingsbridge Diamond Membership Club
• Continuous Development & Learning

This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable duties as discussed and directed by their line manager. Donnelly Group is an equal opportunities employer. The company reserves the right to expand the shortlisting criteria where necessary to facilitate the shortlisting process.

Required Criteria:

• At least 2 years experience in a similar role
• Knowledge of vehicle parts would be advantageous;
• Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction
• Excellent organisation and time management skills
• Computer Literature and a working knowledge of Kerridge is preferable
• Professionally presented and possess a good work ethic;
• A full driver’s licence as driving duties are involved.

Skills you'll need:

• Customer Service
• Effective Listening
• Exceeding Customer Expectations
• Working Under Pressure
• Planning and Organising