At a Glance
- Tasks: Be the friendly voice for customers, ensuring smooth installations and aftercare.
- Company: Join TWC Home Group, a supportive team focused on customer satisfaction.
- Benefits: Earn £25,000 per year with full training and holiday benefits.
- Other info: Dynamic office environment with opportunities for growth and learning.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Friendly phone manner, strong organisation, and previous customer service experience required.
TWC HOME GROUP
Customer Service Coordinator
Join the team keeping our customers informed, reassured and looked after
Reports to: Operations Manager
Department: Installation Office
Hours: Monday–Friday, 8:00am–4:00pm
Location: Headlands Grove Trading Estate, SN2 7JQ
Salary & Package: £25,000 per annum + holidays. Full training provided.
About The Role
TWC Home Group is looking for a Customer Service Coordinator to be the friendly, organised voice our customers rely on — from the moment their installation is booked, right through to aftercare. You'll be the central point of contact between our customers, installers, service engineers and office team, making sure every job runs smoothly and every customer feels well looked after.
What You'll Be Doing
Customer Communication
- Call customers ahead of installation to talk them through what will happen on the day.
- Explain arrival times, site preparation and what to expect.
- Answer questions and keep customers reassured throughout.
Aftercare
- Call customers after installation to check they're happy.
- Log any concerns and arrange prompt follow-up.
- Encourage happy customers to leave a review.
Service & Remedial Management
- Take service calls and work out what's needed to put things right.
- Raise service reports and order any parts required.
- Track remedial jobs through to completion.
Scheduling & Logistics
- Manage service engineers' diaries and book appointments efficiently.
- Confirm and rearrange appointments as needed.
- Make sure engineers have everything they need before heading out.
Reception & Office Support
- Answer incoming calls and direct them to the right person.
- Take accurate messages and monitor the inbox.
- Support the Installation Office with day-to-day admin.
- Help keep schedules and customer records up to date.
What We're Looking For
Essential
- A friendly, professional telephone manner.
- Strong organisational skills and attention to detail.
- Comfortable multitasking in a busy office.
- Good computer literacy.
- A calm, problem-solving approach.
- Previous customer service experience.
Desirable
- Experience in windows, doors or home improvements.
- Experience scheduling engineers or installation teams.
- Understanding of warranty or remedial processes.
- Experience using a CRM system.
Customer Service Coordinator in Swindon employer: TWC Home Improvements
At TWC Home Improvements, we pride ourselves on being an excellent employer by offering competitive self-employed rates and consistent year-round work for our experienced Window and Door Fitters. Our supportive work culture, combined with the provision of a company van, fuel card, and tools, ensures that our fitters can focus on delivering exceptional installations without the stress of chasing jobs. Join our friendly team in Swindon and enjoy the opportunity to work with premium products while showcasing your craftsmanship across Wiltshire, Oxfordshire, and Gloucestershire.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Coordinator in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TWC Home Improvements. 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 TWC Home Improvements 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!
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 TWC Home Improvements:Your cover letter is your chance to shine! Tell us why you want to work at TWC Home Improvements 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 TWC Home Improvements!
How to prepare for a job interview at TWC Home Improvements
✨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.
