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
* Book and schedule engineer and installer appointments across domestic and/or new build work.
* Coordinate job allocations with field-based engineers, ensuring efficient routing and diary management.
* Communicate job details, site access requirements, and any special instructions to engineers.
* Reschedule appointments as needed due to cancellations, delays, or emergencies.
* Manage and update job management software (JobWatch).
Administration
* Raise purchase orders, job sheets, and work completion certificates.
* Process and file Gas Safe certificates, service records, and warranties.
* Maintain accurate customer records and update the CRM/database.
* Support the invoicing process by ensuring job information is accurate and complete prior to billing.
* Assist with any general office administration as required by the management team.
Compliance & Documentation
* Ensure all paperwork relating to gas safety, landlord certificates, and service records is correctly filed.
* Support the team in meeting regulatory and audit requirements.
* Handle sensitive customer data in line with GDPR requirements.
Person Specification
Essential
* Previous experience in an office-based customer service or administration role.
* Excellent telephone manner and written communication skills.
* Strong organisational skills with the ability to prioritise and multitask.
* Competent with Microsoft Office (Word, Excel, Outlook).
* A calm and professional approach when handling complaints or difficult customers.
Desirable
* Experience working in a trades, construction, or facilities management environment.
* Familiarity with job management software (e.g. JobWatch, Commusoft, Joblogic, SimPRO).
* Knowledge of gas safety regulations, landlord compliance, or heating systems.
* Experience with invoicing or basic accounts processes.
Working Conditions
* Office-based, Monday to Friday (hours to be confirmed).
* Occasional requirement to support out-of-hours or emergency call handling (if applicable).
* Salary dependent on experience