Customer Care Expert – Service - Location: Ipswich
Hours: Monday to Friday, 7:30am – 5:00pm
Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment and enjoy solving problems? If so, we'd love to hear from you
We are currently seeking a Customer Care Expert – Service to join our dynamic team in Ipswich. This is a fantastic opportunity to become a key part of a fast-growing, forward-thinking company where customer service is at the heart of everything we do.
Key Responsibilities:
* Handle a minimum of 40 calls per day, along with other incoming queries.
* Accurately log breakdown calls with appropriate statuses and ensure each job is assigned an ETA.
* Provide clear, accurate, and helpful information to customers.
* Liaise with mobile fitters and third-party engineers to minimise delays on site.
* Manage personal and shared inboxes, ensuring emails are actioned and filed correctly.
* Communicate effectively with customers, depots, mobile fitters, and third-party suppliers.
* Carry out ad-hoc administrative tasks as required.
* Escalate any depot or supplier-related issues to the Hire and Service Supervisor.
* Collaborate with the mobile controller to manage site ETAs and chase third-party updates.
* Resolve customer queries via phone or email promptly and professionally.
* Provide clients with asset information when required.
* Deliver outstanding customer service to both new and existing clients across all channels.
What We're Looking For:
* Strong spoken and written English (Grade C or above in GCSE English Language required)
* Excellent organisational and negotiation skills
* Confident communicator across phone, email, and face-to-face interactions
* A team player with a proactive, can-do attitude
* Proficient in Microsoft Excel and Office
* Resilient under pressure with the ability to multitask and manage your own workload
* Previous experience in a customer service role is essential
* Familiarity with the plant hire industry is an advantage
What We Offer in Return:
* Competitive annual salary
* Up to 25 days of annual leave, plus bank holidays
* An extra day off on your birthday
* Access to a wide range of benefits, including retail discounts and a holiday buy scheme
* A fun and supportive work environment with a team that truly values what you do
We aim to respond to all applications. However, due to the high volume we receive, if you have not heard from us within 10 working days, please consider your application unsuccessful on this occasion.
Job Types: Full-time, Permanent
Benefits:
* Additional leave
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Referral programme
Work Location: In person