Customer Care Administrator Plumbing & Heating
Job Purpose
To be the first point of contact for customers, providing efficient and professional administrative support across the business, handling enquiries, scheduling works, and ensuring a high standard of customer satisfaction throughout every interaction.
Key Responsibilities
Customer Service & Communications
* Answer inbound calls and emails from customers, contractors, and suppliers in a professional and timely manner.
* Handle customer enquiries relating to new installations, servicing, repairs, and breakdowns.
* Manage customer complaints empathetically and efficiently, escalating where necessary.
* Follow up on completed jobs to ensure customer satisfaction and gather feedback.
* Maintain a positive company image through all customer-facing communications.
Scheduling & Coordination
1. Book and schedule engineer and installer appointments across domestic and/or new build work.
2. Coordinate job allocations with field-based engineers, ensuring efficient routing and diary management.
3. Communicate job details, site a...