Aftercare Advisor
Salary: A GBP 25,750 per annum
Bridgwater
Working Hours: 37.5 hours (between 8am and 5pm) Full:time in:office until probation passed, then Hybrid (3 days in the office in Bridgwater, 2 days from home) : flexibility required depending on business needs
Permanent
Role Overview:
We are recruiting on behalf of our client for a Aftercare Advisor to join their team. This role is vital in providing outstanding service to both B2B and B2C customers, addressing a variety of product:related queries, warranty claims, and coordinating engineer visits. The successful candidate will be proactive, solution:focused, and able to manage complex issues with professionalism, urgency, and accuracy.
This is an excellent opportunity for someone who thrives in a customer:centric environment and has a keen eye for detail, problem:solving, and providing first:class aftercare support.
Key Responsibilities:
* Customer Interaction: Respond promptly and professionally to all product:related queries via phone, email, and social media.
* Warranty Management: Oversee the warranty order process, including verifying warranty status, managing replacements or spare parts, and ensuring timely delivery.
* Engineer Coordination: Schedule engineer visits by liaising with customers and third:party engineers, following up on service resolutions and ensuring complete customer satisfaction.
* Follow:Up and Resolution: Review engineer reports, communicate resolutions to customers, and ensure that any outstanding issues are fully addressed.
* Complaint Management: Handle customer complaints with professionalism and empathy, providing timely resolutions within company guidelines.
* Product Support: Offer customers accurate product information, maintenance advice, and fitting instructions to ensure correct usage and satisfaction.
* Continuous Improvement: Identify opportunities to improve aftercare processes and share feedback with your manager to help refine customer service practices.
* Collaboration: Work closely with the Customer Care, Sales, Engineers, and Quality Assurance teams to ensure seamless operations and issue resolution.
* Policy Adherence: Stay up to date with company terms and conditions, customer agreements, and warranty policies to provide accurate support.
* Additional Tasks: Assist with other aftercare:related tasks and projects as required by your manager.
Skills and Experience:
* Communication Skills: Excellent verbal and written communication, with the ability to explain technical details in a clear and professional manner.
* Customer:Focused: Polite, friendly, and professional with strong rapport:building skills.
* Attention to Detail: Ability to handle multiple tasks while maintaining a high level of accuracy.
* Organisation: Strong organisational and time management skills with the ability to prioritise effectively in a fast:paced environment.
* Customer Service Experience: Previous experience in a customer service or aftercare role, with a focus on problem:solving and satisfaction.
* Problem:Solving: Ability to analyse situations and find effective solutions quickly and efficiently.
* Adaptability: Flexible and able to manage competing priorities and changing demands.
* Team Collaboration: Strong team player with a collaborative approach to working with internal teams and external partners.
* Emotional Maturity: Professional and calm under pressure, with the ability to handle sensitive customer issues.
* Technical Competence: Proficient in Microsoft Office and the ability to quickly learn internal systems.
If you would like then please to or call Jade on
Closing date is 18.12.2025 : Please note this could change subject to suitable applications
Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.
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