Customer Service Representative
About Us
At Plumbgas Services Limited, we pride ourselves on delivering reliable, high-quality plumbing, gas & renewable services to our valued customers. As a growing and customer-focused business, we’re committed to maintaining strong relationships with our customers and team members alike.We are a close-knit, professional team, driven by a shared passion for efficiency, customer satisfaction, and exceptional service.
We are looking for an experienced Customer Representative to join our team and play a key role in ensuring exceptional customer service, smooth operations, and effective scheduling.
The Role
As a Customer Representative, you’ll be the first point of contact for customers and an essential part of the daily operations of our business. This is a fast-paced role requiring strong communication, organisational, and problem-solving skills to ensure customers receive the highest level of service.
Key Responsibilities
Customer Communication
Handle inbound calls and respond promptly to customer queries via email, assisting with job bookings and addressing complaints professionally.Update customers on breakdowns, delays, or changes to bookings.
Monitor customer feedback and reviews, recognising employees who deliver excellent service.
Scheduling and Planning
Regularly review and adjust the diary to improve efficiency, factoring in travel, job priorities, and skills.Proactively manage emergency booking slots, ensuring breakdowns are handled effectively.
Action diary entries requiring clarification or updating to ensure accurate scheduling.
Breakdown Management
Monitor incoming breakdown jobs, book them promptly, and communicate progress to customers.Review and manage the breakdown list to optimise emergency spaces and ensure customer satisfaction.
Engineer Support
Verify parts for upcoming jobs and resolve issues related to missing parts.Communicate with engineers and manage real-time scheduling to optimise their day.
Team Communication and Coordination
Share clear updates, instructions, and priorities with the team.Work closely with management to ensure smooth operational flow.
About You
We are seeking a driven and proactive individual with excellent organisational & coordination skills and a passion for delivering exceptional customer service.
Skills and Attributes:
Time Management: Be punctual and skilled at prioritising tasks in a busy environment.Customer Service Excellence: Tactfully handle complaints, manage expectations, and ensure clear communication.
Problem-Solving: Stay calm under pressure and find effective solutions to challenges.
Organisational Skills: Maintain an accurate and efficient workflow, anticipating future needs.
Positive Attitude: Bring energy and professionalism to the team and customers.
Collaboration and Integrity: Work collaboratively with colleagues, engineers, and management.
Ideal Candidate:
Experience in customer service, scheduling, or administrative coordination.Strong multitasking abilities with attention to detail and efficiency.
Calm under pressure and proactive in handling complaints or emergencies.
A team player who is solution-focused and committed to improvement.
Role is: Monday - Friday 9:00am - 5:30pm + Every 4th Saturday 9:00am-12:00pm
How to Apply:If you believe you have the skills and experience to excel in this role, we’d love to hear from you! Please submit your CV and a brief cover letter explaining why you’re the ideal candidate.
If you would like to discuss the role further, please call 07413805593.
Job Type: Full-timePay: Up to £30,000.00 per year
Additional pay:
Performance bonus
Benefits:
Casual dressCompany pension
Employee discount
Free parking
Work from home
Schedule:
Monday to Friday
Education:
Diploma of Higher Education (preferred)
Experience:
customer service: 3 years (required)Work Location: Hybrid remote in Stafford ST16 3BS
Expected start date: 04/02/2025