Purpose of the role Are you passionate about delivering outstanding customer experiences? As a Customer Care Coordinator, you’ll be the friendly and professional voice of the business — the first point of contact for our customers and a true brand ambassador. You’ll handle enquiries with confidence, resolve issues with care and efficiency, and ensure every interaction leaves a lasting positive impression. From supporting customers with their queries to finding the right solutions quickly and effectively, you’ll play a key role in creating seamless, stress-free experiences. In this role, you won’t just solve problems — you’ll build relationships. By fostering trust, encouraging loyalty, and championing customer satisfaction, you’ll directly contribute to strengthening our reputation and supporting the ongoing success of the business. Key Responsibilities Customer Support: Handle customer inquiries and complaints promptly and professionally. Provide accurate and helpful information regarding product usage, features, and troubleshooting. Resolve customer issues efficiently, either directly or by escalating to relevant departments. Showing urgency when required. Ensure that both inbound and outbound phone calls are handled and executed within the agreed parameters, with Customer Service communication being best in class across all functions. Possess extensive product and process knowledge to an extent to be able to answer queries to internal and external customers via phone, email and act as a brand ambassador for Keylite. Engineer Support: Ensure the engineers have all relevant information required on job sheets, support with stock and returns. Collaborate with other Keylite departments to ensure you provide the customer with the best service possible. Ensure that Customer Care orders, sales orders & goods returns are processed onto NAV in-line with the department expectations and managed there-on to job completion. To manage logged jobs in-line with daily Engineer capacity, alongside minimising re-calls. Ensure that all areas of CRM system is kept up to date and accurate. For example, open orders, notes for jobs. Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency. Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency. Key Skills & Experience Required Excellent communication skills, both verbal and written. Strong customer service orientation with a genuine passion for helping people. Ability to problem-solve effectively and remain calm under pressure. Highly organised with strong attention to detail. Ability to prioritise workload and manage multiple tasks efficiently. Proactive, solution-focused mindset with a sense of urgency when required. Confident using CRM systems and order processing software (experience with NAV desirable). Strong teamwork skills with the ability to collaborate across departments. Positive attitude, resilience, and a commitment to delivering high standards of service.